ABOUT US

With years of sales and estate agency experience between us, we make it our goal to understand the local market so that we can offer you the best advice whether you are buying or selling with us.

CARLA JONES

MANAGING DIRECTOR

I have been in sales since I was 21, 18 of these years have been in the world of Estate Agency. In 2021 I had the opportunity to open my own Estate Agents here in Looe, the town that I was born in. Coming into my fifth year, I have the best team alongside me. From the first point of contact with new clients to making their dreams come true by taking them through the buying or selling process, I pride myself in what I do. The journey is not always an easy one but with the knowledge and experience that I have gained over the years, I always strive to make the journey a happy and memorable one.

NIKKI SELBY

PARTNER

I was originally from Surrey, I ran my own successful horse livery business, I loved the thrill of finding people what they wanted and needed.

A few years ago I relocated to Looe, to live the dream, which was sold to me by Carla, herself. I've enjoyed watching Carla grow her business and so, I have become a Partner. I have bought and sold properties my whole life so I understand the process and the frustrations that it can bring. It is our goal to find solution where frustrations arise and for me to now sell you the dream, just like I was.

CARLA JONES SOUTH WEST LTD

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.

We will where appropriate, make reasonable adjustments for consumers who might be disadvantaged because of factors such as their age, infirmity, disability, lack of knowledge, lack of linguistic or numeracy ability, economic circumstances, bereavement or do not speak English as a first language.

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).

What will happen next?

We will send you written acknowledgment of the 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 receipt of the original complaint.
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 with our final viewpoint (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

01722 333 306

www.tpos.co.uk

Make a Complaint - The Property Ombudsman (tpos.co.uk)

Please note the following:

You will need to submit your complaint to The Property Ombudsman within 12 months from the date of our final viewpoint, including any evidence to support your case.

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