Complaints Procedure

Our Commitment

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 so we can improve our standards.

Where appropriate, we will make reasonable adjustments for consumers who might be disadvantaged due to factors such as age, infirmity, disability, lack of knowledge or numeracy, economic circumstances, bereavement, or where English is not a first language.

How to Complain

If you have a complaint, please put it in writing and include as much detail as possible.
We will respond within the timeframes below. If you feel we have not addressed your complaint within eight weeks, you may be able to refer it to The Property Ombudsman without our final viewpoint.

What Will Happen Next?

  1. We will send you written acknowledgment of your complaint within 3 working days of receiving it, enclosing a copy of this procedure.
  2. We will investigate your complaint. This will normally be handled by the office manager, who will review your file and speak to the member of staff involved. A formal written outcome will be sent to you within 15 working days of receipt of the original complaint.
  3. If you are still not satisfied, please contact us again. We will arrange a separate review by a senior member of staff.
  4. We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint.
  5. If you remain dissatisfied with our final viewpoint – or if more than 8 weeks have elapsed since the complaint was first made – you can request an independent review from The Property Ombudsman without charge.

Contact – The Property Ombudsman

Please Note

  • You must submit your complaint to The Property Ombudsman within 12 months from the date of our final viewpoint, including any supporting evidence.
  • The Property Ombudsman requires all complaints to be addressed through this in-house complaints procedure before they are submitted for independent review.