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COMPLAINT PROCEDURE


99Home.co.uk is committed to providing a professional service to all their clients and customers. When something goes wrong, we need you to tell us about it. This complaint or suggestion will help us to improve our customer satisfaction standards.
If you have a complaint, please put it in writing, including as much detail as possible. The complaint should be addressed to Vijay Vashistha (The Office Manager) and it should be posted to our registered address or email on info@99home.co.uk. We have eight weeks to consider your complaint. If we have not resolved it within this time you may refer your complaint to The Property Ombudsman.

What will happen next?
  • We will send you a letter acknowledging 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 sending the acknowledgement letter.
  • If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff (Mr Sachin Gupta).
  • We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.

If you remain dissatisfied, you can then contact The Property Ombudsman to request an independent review:

The Property Ombudsman Ltd
C/o Milford House 43-45 Milford Street,
Salisbury, Wiltshire, SP1 2BP Tel.: 01722 333 306,
Web. : www.tpos.co.uk

Please Note:
You will need to submit your complaint to The Property Ombudsman within 6 months of receiving our final viewpoint letter, including any evidence to support your case.
The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review. Thank you for your patience and cooperation.

Registered Address of 99Home :

99Home Ltd
Reg. office: 326 High Road, Willesden,
London NW10 2EN

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