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LAND ESTATES
Sales, Lettings & Management

Complaints

Land Estates Complaints Procedure

...because we care if you are dis-satisfied with any part of the service you have received!

We are committed to providing a professional service to all our clients and customers.  When something goes wrong, we need you to tell us about it.  This will help us to improve our standards.

We will where appropriate, make reasonable adjustments for consumers who might be disadvantaged because of factors such as their age, infirmity, disability, lack of knowledge, lack of linguistic or numeracy ability, economic circumstances, bereavement or do not speak English as a first language If you have a complaint, please put it in writing, including as much detail as possible. 

We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter). What will happen next?

  • 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.
  • 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.
  • 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 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.

 

The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury Wiltshire
SP1 2BP

01722 333 306

admin@tpos.co.uk www.tpos.co.uk

Please note the following: You will need to submit your complaint to The Property Ombudsman within 12 months from the date of our final viewpoint , 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.

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Steven Hall Mortgage Advisor

Steven Hall

Hi, my name is Steve and I am a Mortgage & Protection adviser covering the south-east of England.


I have personally been involved in the Mortgage and protection industry for over 15 years, with 13 of those as an Adviser.

Here’s just some of the types of scenarios we can help with:
• Residential Purchases and Re-mortgages
• Buy to Let Purchases and Re-mortgages
• Let to Buy Re-mortgages
• Help to buy mortgages
• Right to buy mortgages
• Shared Ownership Mortgages
• Capital raising for home improvements or deposit on investment properties

I am always more than happy to discuss any enquiries you may have. We offer a very personal service and pride ourselves on taking the time to find the perfect solution for your requirements.

So how does it work? We normally start with an initial call that lasts 5-10 minutes to establish if your expectations are realistic and if we are likely to be able to help you. If that goes well we can then look to set up a full mortgage appointment. Normally this is via a video meeting. Our aim then is to give you an idea of the likely costs, how much you can borrow and ultimately working towards providing you with something called a ‘decision in principle’. A decision in principle is a certificate from a prospective lender that confirms that your credit history is acceptable and how much you can borrow. This will give you the confidence that you are in a position to make an offer on a property and ensure that you are taken seriously by an estate agent and the vendor. Note that many estate agents will not even allow a viewing until you have a decision in principle. Lastly, once you find a property and your offer is accepted, we then guide you through the whole mortgage application process with the aim of making it as simple as possible for you.

THE FINANCIAL CONDUCT AUTHORITY DOES NOT REGULATE MOST BUY TO LET MORTGAGES

We typically charge a fee of £399 payable at the point of application for a purchase or on completion for a re-mortgage, however this will be dependent on your personal circumstances.

YOUR HOME MAY BE REPOSSESSED IF YOU DO NOT KEEP UP REPAYMENTS ON YOUR MORTGAGE

Expert Financial Services Ltd is an appointed representative of PRIMIS Mortgage Network. PRIMIS Mortgage Network is a trading style of Personal Touch Financial Services Ltd which is authorised and regulated by the Financial Conduct Authority. Registered in England and Wales No.9617865 3 Greystones Road, Bearsted, Maidstone, Kent, ME15 8PD. Head Office: 25 Nightingale Avenue, Whitstable, Kent, CT5 4TR