I Am The Agent is dedicated to providing excellent service to all our customers. We appreciate your feedback and take complaints seriously.
This complaints procedure explains the steps you should follow if you have a complaint about our services and how we will deal with your complaint.
Customers can raise a complaint through the following methods:
Email: complaints@iamtheagent.com
In writing:
I Am The Agent
The Fuel Tank
Creative Road
London
SE8 3LE
When registering a complaint, please provide the following information:
Providing as much relevant information as possible will help us investigate your complaint efficiently.
We aim to provide a formal response to your complaint within 14 business days of acknowledgement.
If the investigation takes longer than expected, we will keep you informed of the progress and explain the reasons for any delay.
Once our investigation is complete, we will provide you with a written response outlining our findings and any action taken to address the complaint.
If you are not satisfied with our response, you have the right to appeal.
To appeal, please submit a written request explaining the reasons for your dissatisfaction within 7 business days of receiving our response.
Your appeal will be reviewed by a senior management representative who was not involved in the initial investigation.
We value your feedback on our complaints-handling process.
Following resolution of your complaint, you may be invited to complete a satisfaction survey. Your feedback helps us review and improve our services.
For questions or concerns about this complaints procedure, please contact:
Customer Support Manager or Director
Email:
complaints@iamtheagent.com
info@iamtheagent.com
Telephone:
0203 970 0999
0333 444 1007
If you remain dissatisfied after receiving our final viewpoint, or if 8 weeks have elapsed since your complaint was first made, you may be entitled to refer your complaint to The Property Ombudsman (TPO) for an independent review, without charge.
The Property Ombudsman provides an independent and impartial dispute resolution service for consumers and property businesses.
The Property Ombudsman
Unit 159756
PO Box 7169
Poole
BH15 9EL
Telephone: 01722 333 306
Website: The Property Ombudsman
Complaints: Make a Complaint – The Property Ombudsman
TPO's current published address is Unit 159756, PO Box 7169, Poole, BH15 9EL.
You will need to submit your complaint to The Property Ombudsman within 12 months from the date of our final viewpoint, including any supporting evidence.
Please note that The Property Ombudsman requires consumers to first complete our in-house complaints procedure before referring a complaint to them.
Further information about making a complaint to TPO can be found on their website.
I Am The Agent is a member of The Property Ombudsman and provides consumers with access to independent redress in accordance with the applicable TPO scheme requirements.
The TPO logo should be displayed on our website, property particulars, advertisements and relevant company materials in accordance with TPO membership requirements. TPO's membership obligations state that the relevant TPO logo should be displayed on websites, letterheads, property particulars and advertisements.
Where reference is made to TPO's Codes of Practice, this should accurately describe TPO's relationship with the Chartered Trading Standards Institute and should not imply that I Am The Agent itself is a CTSI-approved organisation. TPO confirms that its Sales and Lettings Codes are approved by CTSI.