Feedback & Redress Policy

What did you think of your experience with Hanover Private? We’re always looking to improve and would love to hear your thoughts. If you have feedback on our services, website or any other matter, please Contact us

We welcome your comments (good or bad) and will strive to resolve any issues as quickly as possible. If, in the rare circumstance, we’re unable to resolve your issue, the Property Ombudsman can assist. In conjunction with the Property Ombudsman, we detail below our in-house complaints procedure:

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.
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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).
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What will happen next?
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• We will send you a letter acknowledging 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 sending the acknowledgement letter.
  
• 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 after the last stage of the in-house complaint procedure (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
T. 01722 333 306
E. 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 of receiving our final viewpoint letter, including any evidence to support your case.
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The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.

Please address any complaint in writing to:

The complaints handling officer
Hanover Private Ltd
9 Bonhill Street
London
EC2A 4DJ
E: an@hanover-private.com