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Complaints Procedure

Monday October 19, 2015

Heaton Property Limited is committed to providing a high-quality service to all our clients and customers. We are a member of The Property Ombudsman (TPOS).  To ensure that your interests are protected, we have a complaints process in place. The aim of this process is to resolve any issues or concerns as quickly as possible.

Informal Complaints

If you feel comfortable discussing your complaint face to face with one of the team, please contact the office on (0191) 2400665 and we’ll ensure that we arrange a meeting to go through your concerns.

Formal Complaints
If you do not feel comfortable discussing your complaint verbally or wish to make a formal complaint please send your complaint to us, in writing, as soon as possible. Our address is:

Heaton Property Limited, 204a Heaton Road, Newcastle upon Tyne, NE6 5HP

We will always provide a written acknowledgement of your complaint. This will be within 3 working days of us receiving it.

We will deal with your complaint confidentially and quickly. Your complaint will be dealt with by a senior team member who is not directly involved with the matter. We will provide a formal response within 15 working days.

Our response will be in writing for you to consider. Should there be any reasons for you not accepting our response please let us know the reasons and the matter will be looked at again. Then within 15 working days from receipt of your letter, a director of Heaton Property will set out in writing any findings and recommendations as a final view on how they believe your complaint can be resolved.

The Property Ombudsman
If you are not satisfied with the proposed resolution, you may approach The Property Ombudsman Service. Details of how to do this will be contained within the final view letter. Please note that if you wish to use The Property Ombudsman you must do so within twelve months of the date of the final letter. Information about The Property Ombudsman can be found online at

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In the 3 years we’ve used Heaton Property, we’ve discovered that not only do they take the time to understand what it is I need from them, but they then do that very rare thing – they deliver!

Austen Hempstead

You continue to be the best agent I have ever worked with by a very long way, your willingness to go the extra mileĀ  in providing practical help over and above our contract has been appreciated.

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I knew you would be thorough and successful from both your tone and your sensible reaction to our first enquiry.

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