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Finlay Associates Limited

Complaints Procedure - Information for customers

If you want to make a complaint, we will:

  • Acknowledge it within 5 working days of receipt.
  • Normally deal with it fully and provide a final response, in writing, within 20 working days of receipt.
  • Keep you informed by letter, telephone or e-mail, as you prefer, if we need more time.
  • Provide a final response, in writing, at the latest within 40 working days of receipt.
  • Liaise, at your request, with anyone acting formally on your behalf.

Complaints should be sent to:

Richard Norman
Finlay Associates Ltd
4 The Deans
Bridge Road
Bagshot
Surrey
GU19 5AT

Tel: 01276 451074
Fax: 01276 451042
Email:

If you are not satisfied with our final response, or if we exceed the response timescales, you may refer the complaint to The Property Ombudsman scheme (TPOs):

Tel: 01722 333306
E-mail: .

Independent dispute resolution - If you make a complaint and we are unable to resolve it to your satisfaction you may refer the complaint to The Property Ombudsman scheme (website www.tpos.co.uk, email: ). We will co-operate fully with the Ombudsman during an investigation and comply with his final decision.