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If you have a complaint about Open Online Agency, this statement sets out the procedures which we will follow in dealing with that complaint.

In the first instance you should contact the office with which you have been dealing.

Where your complaint is initially made verbally, you will be asked to send a written (paper or email) summary of your complaint to the person dealing with it.

We will consider your complaint as quickly as possible and will acknowledge receipt of your complaint within 3 working days of receiving it.

Within 14 days of receipt of your written complaint, the person dealing with your complaint will write to you, in order to inform you of the outcome of the investigation into your complaint and to let you know what actions have been or will be taken.

If you are dissatisfied with any aspect of our handling of your complaint, you should write to

They will personally conduct a separate review of your complaint and will contact you within 14 days to inform you of the conclusion of this review.

If we are unable to agree on how to resolve your complaint and you feel we have not sought to address your complaints within eight weeks, you have the opportunity to take you complaint to an independent redress provider. We have chosen to use the following redress provider: For consumers The Property Ombudsman Services Limited Milford House 43-55 Milford Street Salisbury Wiltshire SP1 2BP t: 01722 333306 e:

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 the case. The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.