Blue Sky are members of The Property Ombudsman (TPOS), National Association of Estate Agents (NAEA) and the Association of Residential Letting Agents (ARLA), and as such, work hard to provide the highest standards of service to all our customers. Our ESTA’s Awards are testament to this. However, every so often someone comes away from Blue Sky feeling unhappy. We know we are not perfect but we aim to be. That is why we have a complaints procedure. Sometimes we can put things right; sometimes we can only explain ourselves and apologise. But we do want to learn from our mistakes. What you tell us helps to improve our service to you and others. We will treat your complaint confidentially, seriously and quickly.
It is important to let the sales or lettings team know you are unhappy and to give them the chance to put things right. Don’t be afraid to speak to the manager or deputy manager - she or he might be able to sort out the problem straight away. Otherwise, move to the more formal process.
A formal complaint should, in the first instance, be directed to the manager at Blue Sky Property. We ask that you put your complaint in writing so that they can clearly see the full details of your complaint. Either post or drop a letter into our office, send an email or contact us via the ‘Contact Us’ page on our website. The manager (under the direction of the company director) will endeavour to resolve your complaint immediately and will acknowledge receipt of your complaint within 5 working days. Should your complaint be about the manager, the company director will investigate. On occasion they may need to investigate further to ensure they have a good understanding of what has happened. This can take a little longer but they will never take more than 15 working days to respond. Any delay will be explained and you will be kept informed of progress. If it is upheld, you will get a full apology and, where appropriate, be given details of any action that Blue Sky is taking to put things right.
If you are still not happy after the managers response, you can request a further review. The review will be conducted by the company director. Please put your concerns in writing to the company director within one month of the response from the manager. Your letter will be acknowledged within 3 working days of receipt. The company director will review the complaint again taking into consideration any additional information provided at this stage and will issue a Final View Point letter within 15 working days. An explanation will be given of any decision reached and details given of any further action that Blue Sky is taking.
The Property Ombudsman Service
The Property Ombudsman Service (TPOS) provide a free, independent service for clients to solve disputes with Estate and Letting Agents. The Ombudsman will only step in once Blue Sky’s internal complaints procedure has been exhausted and a final view point letter has been issued by the company director. Details of how to take your complaint to the Ombudsman will be provided to you with the final view point letter. TPOS Consumer Guides are available from our office in Longwell Green and further details of the scheme can also be found at www.tpos.co.uk. Please note that if you do wish to contact The Property Ombudsman, you must do so within 6 months of receiving the final view point letter.