COMPLAINTS PROCEDURE

As a Cumberland customer, you expect a first class service from us, and we aim to provide it. We have high standards, but if you believe that we have made a mistake, please get in touch with us as soon as possible and we will do everything we can to put it right.

Cumberland Estate Agents is subject to the Codes of Practice of The Property Ombudsman, which sets the standard expected from property professionals. In general terms, the Codes of Practice give customers who are unable to satisfactorily resolve a complaint against us, the right to have this reviewed by an independent organisation called The Property Ombudsman.

We hope that our complaints procedure will resolve any complaint without the need for you to contact The Property Ombudsman. Please note that The Property Ombudsman will not investigate your complaint before Cumberland Estate Agents’ complaints procedure has been exhausted, and you have received a letter from Cumberland Estate Agents giving its final response to your complaint.

The below details the steps in our complaints procedure. At every stage we promise to listen, act fairly and to do everything we can to try to resolve your complaint.

Step One

If you have a problem relating to Cumberland Estate Agents, please telephone our Estate Agency Customer Service Team on 01228 403222 and ask to speak with either the Estate Agency Head Office Manager or Assistant Manager. Alternatively, you can write directly to the Complaints Team at Cumberland House, Cooper Way, Parkhouse, Carlisle CA3 0JF. Our aim is to deal with your problem sympathetically, fairly and quickly. We will try to resolve the matter on the day you raise your complaint, although whether this is possible will depend on the nature of your complaint.

Step Two

If the Team Manager or Assistant Team Manager is unable to satisfactorily resolve your complaint by 5pm on the working day following the day you raised the matter, your complaint will be forwarded to our Complaints Team to investigate fully. A letter of acknowledgement will be sent to you from the Complaints Team within 3 working days of the day that you raised the matter. The acknowledgement letter will:

  • provide the name of the Cumberland Estate Agents’ Director who will be handling your complaint from this point onwards,
  • set out our understanding of your complaint, and
  • confirm the date by which you can expect to be sent a final response to your complaint.

You may also be asked for additional information if this is required to assist in resolving the matter.

In all but very exceptional cases, we aim to provide you with Cumberland Estate Agents’ final response within 15 working days of receipt of your complaint.

Step Three
The Property Ombudsman

If you are still not satisfied with the action taken by Cumberland Estate Agents and its final response to your complaint, you can refer your complaint to The Property Ombudsman at Milford House, 43-55 Milford Street, Salisbury, Wiltshire SP1 2BP. (Telephone: 01722 333306 or e-mail: admin@tpos.co.uk).

The Property Ombudsman will ask you to complete their Complaints Form (which can be found on their website – tpos.co.uk), giving details of your complaint and enclosing copies of Cumberland Estate Agents’ final response letter and other correspondence you have had with Cumberland Estate Agents.

Please remember that The Property Ombudsman cannot investigate your complaint until we have given you our final response letter, unless we have not done this within 56 days following receipt of your complaint. In these very exceptional cases, we will write to you to explain why this has not been possible, indicate when we expect to be able to make a final response, and inform you that you may refer the matter to The Property Ombudsman.

The Property Ombudsman will consider your complaint free of charge, taking into account any points made by you and Cumberland Estate Agents.The Property Ombudsman may refuse to investigate a complaint where you have not contacted them within twelve months of Cumberland Estate Agents’ final response letter, to tell them you are still dissatisfied.

Having investigated a complaint, The Property Ombudsman will decide whether it agrees with your complaint and whether any further action is necessary. A date will be set by which you must respond to The Property Ombudsman’s decision. If you do accept the decision within this time limit, it is normally final and binding on both yourself and Cumberland Estate Agents, although in exceptional circumstances the matter may be open to judicial review.

If you do not respond within the stated time limit, or do not accept The Property Ombudsman’s decision, then Cumberland Estate Agents is not bound by it.

Online Dispute Resolution

The European Union has an Online Dispute Resolution (ODR) platform which may assist in resolving disputes about online services. The ODR platform can be accessed at the Online Dispute Resolution section of the European Commission official website.

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