Complaints Procedure
Information for Customers
We are a member of The Property Ombudsman Service {TPOS) and aim to provide the highest standard of service to all our customers. In order to ensure that your interests are safeguarded, we have put into place a set process by which any raised complaints are handled; this allows us to handle any issues or concerns effectively and wherever possible, as soon as they are raised.
You may find below our guidance for making a complaint in relation to:
- Estate Agency
- Residential Lettings & Property Management
Residential Estate Agency – making a Complaint
Stage One – Branch Manager
All complaints should, in the first instance, be directed to the manager of the branch you have been dealing with. They will endeavor to resolve your complaint as soon as possible, otherwise no later than five working days from when they received notification of the issue.
We will send you written acknowledgment of the receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.
We will then investigate your complaint. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of receipt of the original complaint.
Stage Two – Director
If you remain dissatisfied and wish to further escalate your complaint, you may write to the director at the address below, or via info@ryan-baker.com
Your letter will be acknowledged within three working days of receipt and a full review of your complaint will be undertaken, including how it has been handled to date, which may include further investigations into the background of your concerns.
Within fifteen working days the director will detail their findings and recommendations in a written response to you, to confirm our ‘final viewpoint’ on the matter.
924 Stockport Road
Manchester
M19 3AB
Stage Three – The Property Ombudsman
If you are still not satisfied with our final viewpoint (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.
After you have received our final viewpoint letter, if you are not satisfied with the proposed resolution, you may approach The Property Ombudsman Service (TPOS). Details of how to do this are contained within the final viewpoint letter alongside a link to The Property Ombudsman Service (TPOS) consumer guide at
Please note that if you do wish to contact The Property Ombudsman Service (TPOS), you must do so within 12 months of the date of the final viewpoint letter. It is also important to note that The Property Ombudsman Service (TPOS) will not consider your complaint until our internal complaints procedure has been exhausted.
Residential Lettings & Property Management making a Complaint
We have two complaints processes, depending on the matter that needs resolving:
- If you have yet to enter into a tenancy, you wish to raise an issue relating specifically to a branch, or are a customer of a Let Only service (rental and maintenance matters are dealt with between landlord and tenant solely), please follow the Branch Complaints Process.
- If you are a customer of our Full Management or Rent Collection services,
please follow the Property Management Complaints Process.
Stage One – Branch Manager
All complaints should, in the first instance, be directed to the manager of the branch you have been dealing with. They will endeavor to resolve your complaint as soon as possible, otherwise no later than five working days from when they received notification of the issue.
We will send you written acknowledgment of the receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.
We will then investigate your complaint. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of receipt of the original complaint.
Stage Two – Director
If you remain dissatisfied and wish to further escalate your complaint, you may write to the director at the address below, or via info@ryan-baker.com
Your letter will be acknowledged within three working days of receipt and a full review of your complaint will be undertaken, including how it has been handled to date, which may include further investigations into the background of your concerns.
Within fifteen working days the director will detail their findings and recommendations in a written response to you, to confirm our ’final viewpoint’ on the matter.
924 Stockport Road,
Manchester,
M19 3AB
Stage Three The Property Ombudsman
If you are still not satisfied with our final viewpoint (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.
After you have received our final viewpoint letter, if you are not satisfied with the proposed resolution, you may approach The Property Ombudsman Service (TPOS). Details of how to do this are contained within the final viewpoint letter alongside a link to The Property Ombudsman Service (TPOS) consumer guide at
Please note that if you do wish to contact The Property Ombudsman Service (TPOS), you must do so within 12 months of the date of the final viewpoint letter. It is also important to note that The Property Ombudsman Service (TPOS) will not consider your complaint until our internal complaints procedure has been exhausted.
