Complaints Procedure
At Manny Klarico, we are committed to delivering a professional and transparent service. However, if you are dissatisfied with any aspect of our service, we encourage you to let us know so we can address your concerns promptly and fairly.
We operate in accordance with The Property Ombudsman (TPO) Code of Practice.
Stage 1 – Making a Complaint
All complaints should be made in writing so that we have a clear understanding of your concerns.
Please send full details of your complaint to:
Email: complaints@mannyklarico.co.uk
Please include:
Your full name and contact details
Property address (if applicable)
Details of your complaint
Any supporting documentation
We will acknowledge your complaint in writing within 3 working days of receipt.
Stage 2 – Investigation
Your complaint will be investigated by a senior member of the team who has not been directly involved in the matter where possible.
We will provide a formal written response outlining:
The outcome of our investigation
Our position regarding your complaint
Any proposed resolution
This will be issued within 15 working days of receiving your complaint.If additional time is required due to the complexity of the matter, we will inform you in writing and provide an updated timeframe.
Stage 3 – Final Viewpoint Letter
If you remain dissatisfied after receiving our response, you may request a further review.
We will issue a Final Viewpoint Letter within 15 working days of your request, confirming our final position.
Stage 4 – The Property Ombudsman
If you are still not satisfied once our internal complaints procedure has been completed, you may refer your complaint to:
The Property Ombudsman
Milford House
43–55 Milford Street
Salisbury
Wiltshire
SP1 2BP
Website: www.tpos.co.uk
You must refer your complaint to The Property Ombudsman within 12 months of receiving our Final Viewpoint Letter.
The Property Ombudsman will not consider your complaint until our internal complaints procedure has been completed.
Our Commitment
We treat complaints seriously and use them as an opportunity to improve our service. All complaints are handled fairly, confidentially and in accordance with professional industry standards.