The O’Riordan Bond Group provide a range of property services across Northampton and the surrounding area. We base our service to all clients on being different – combining marketing impact with professional service. As such, the level of service we give is important to us and therefore we are always looking for ways to improve.

Our complaints procedure helps allow issues that are raised to be dealt with promptly and impartially. 

Our complaints procedure will comply with the Terms of Reference as laid down by The Property Ombudsman (www.tpos.co.uk) of whom we are members.

Should you wish to make a formal complaint or comment about any aspect of our Residential Sales or Lettings Service we will do our best to resolve the matter – please follow the below if you would like to register a complaint:

• Please contact your local O’Riordan Bond Branch – Department to discuss your concerns verbally with the Branch – Department Manager.

• If you have been unable to satisfactorily settle the matter verbally with the Office – Department Manager please send a written summary of the complaint to our Head Office at O’Riordan Bond, Independent House, Unit 1 Wilks Walk, Grange Park District Centre, Northampton, NN4 5DW marked for the attention of Tim Lines.

• If your complaint concerns O’Riordan Bond Lettings please send your written complaint to the Head Office marked for the attention of The Lettings Director.

  • • • All written complaints will be acknowledged within five working days of receipt. Following a full and prompt investigation, a formal written response will be sent within fifteen working days of receipt of the original complaint. Only in exceptional circumstances will this timescale be extended and an explanation provided. A senior official will undertake this impartial review. Should a complainant remain unsatisfied at this juncture, please escalate your written complaint direct to The Property Ombudsman – any such referral must be made within twelve months of our final review.
      •  

  If your complaint concerns O’Riordan Bond Lettings please send your written complaint to the Head Office marked for the attention of The Lettings Director.

  If your complaint concerns the service of O’Riordan Bond Financial Services Limited which operates through Mortgage Advice Bureau, then the process is slightly different. Points 1 and 2 above will still apply, but we will immediately escalate the complaint to Mortgage Advice Bureau for whom we are an Appointed Representative. MAB will undertake the full investigation and will respond directly. Their redress scheme is with The Financial Conduct Authority.

  We do not profess to be perfect with selling and renting property within the current legal system often being a very stressful process. However, we commit to working in a moral and transparent manner throughout our relationship and it is important we are made aware when we fall short of these expected standards. Thank you.

  Tim Lines

• O’Riordan Bond – Commercial Director