We are committed to providing a professional and high-quality service to all our clients and customers. If something goes wrong, please tell us so that we can resolve the issue and improve our standards.

Stage One – Internal Complaint Handling

If you have a complaint, please provide the details in writing so we can fully understand your concerns. You can submit your complaint via:

• Email: enquiries@jmsestateagents.co.uk 
• Post: FAO Privacy Officer, JMS Estate Agents Ltd, 30 Newton Road, Great Barr, Birmingham B43 6BW

Once we receive your complaint:

1. We will acknowledge receipt within three working days, enclosing a copy of this procedure. 
2. The office manager or relevant senior staff member will investigate your complaint. This includes reviewing your file and speaking with any staff involved. 
3. We aim to provide a formal written outcome within 15 working days of acknowledgement. If a full response cannot be provided within this timeframe, we will update you with an estimated response date. 

If you remain dissatisfied after this first stage, you may request a review by a senior member of staff. We will respond with our final viewpoint within 15 working days of receiving your review request.

Stage Two – Independent Review

If you are still not satisfied after our internal review, or more than eight weeks have passed since your complaint was first received, you may escalate your complaint to The Property Ombudsman (TPO) for an independent review at no charge.

Contact Details – The Property Ombudsman:

• Postal Address: The Property Ombudsman, PO Box 159, BH15 9EL, United Kingdom 
• Telephone: 01722 333 306 
• Email: admin@tpos.co.uk 
• Website: www.tpos.co.uk 

Important Notes:

• Complaints must be submitted to TPO within 12 months of receiving our final viewpoint letter. 
• Include any supporting evidence with your submission. 
• TPO requires all complaints to have gone through our internal procedure first before they can consider them.