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Sevenoaks
T: 01732 617212
E: sevenoaks@platformproperty.co.uk
1 Webbs Court, Buckhurst Avenue, Sevenoaks, Kent, TN13 1LZ
Oxted & Edenbridge
T: 01883 460373
E: oxted@platformproperty.co.uk
Hamlyn House, 4 Beadles Lane, Oxted, Surrey, RH8 9JJ

Platform Property Complaints Handling Procedure

At Platform Property, we are committed to providing a first-class service and ensuring our clients are fully satisfied with every aspect of their experience. If, however, you feel that we have not met this standard, we encourage you to let us know so we can address the matter promptly and professionally.

Step 1: Initial Contact

If you are dissatisfied with any part of our service, please first contact the team member you have been dealing with to explain your concerns. Often, issues can be resolved quickly at this stage.

Step 2: Formal Complaint

If you remain unsatisfied after your initial contact, please set out your complaint in writing to:

Tom Gilbert
Platform Property
The Dairy Swan Lane Farm
Edenbridge
Kent
TN8 6AL
Email: tom@platformproperty.co.uk

To help us investigate your complaint effectively, please include the following information:

  • A summary of your complaint and why you feel our service fell short.
  • What you would like us to do to resolve the matter.
  • Any relevant details, including:
  • Names of team members you have spoken with
  • Branch location (if applicable)
  • Dates and times of incidents
  • Telephone numbers, addresses, or email correspondence related to the complaint
  • Any supporting documents

Step 3: Our Response

Upon receipt of your written complaint, we will:

  • Acknowledge your complaint within 3 working days.
  • Investigate the issues raised and provide you with a full written response within 15 working days of acknowledgement.

If we are unable to meet this timeframe, we will inform you of the reasons and provide an estimated date for a full response.

Step 4: Further Steps

If, after receiving our final response, you are still not satisfied, you may escalate your complaint to The Property Ombudsman (TPO). In order to do so, the following conditions must be met:

  • You have raised an official complaint with us in writing.
  • You have allowed 8 weeks for us to respond fully.
  • Your complaint must be within 12 months of our final response.
    The Property Ombudsman Contact Details:
    Milford House
    43 – 55 Milford Street
    Salisbury
    Wiltshire
    SP1 2BP
    T: 01722 333306
    E: admin@tpos.co.uk
    W: https://www.tpos.co.uk/

We are committed to resolving all complaints promptly and professionally, and we appreciate the opportunity to improve our service. If you have any questions regarding this process, please do not hesitate to contact us.