Information for Customers- Complaints Procedure
Making a Complaint – Residential Lettings
Potterhouse Lettings is a member of The Property Ombudsman Scheme (TPOS) and we aim to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded we have the following complaints process in place.
The aim of this process is to resolve all customer issues or concerns as quickly as possible. In the majority of cases we hope that any issues can be resolved quickly and amicably to customers' satisfaction at branch level.

Stage One – Branch Manager/Director – Julie Amison
Complaints should, in the first instance, be directed in writing to the Branch Manager/Director – Julie Amison at the branch. She will endeavour to liaise with you quickly and resolve your complaint immediately, no later than 5 working days from first notification.

Stage Two – Managing Director – Mr Russell Ashford
If, after you have dealt with the local Branch Manager/Director – Julie Amison, you remain dissatisfied you may address your concerns, in writing, to Managing Director – Mr Russell Ashford. Once received your letter will be acknowledged within 3 working days and you will receive a response within 15 working days from receipt of your letter.
The address to write to is:
Potterhouse Lettings
Administration Dept
47 Watlands View
Porthill
Newcastle under Lyme
Staffs
ST5 8AB
Or email: [email protected]

Stage Three – The Property Ombudsman
If you still remain dissatisfied with the outcome of your complaint after dealing with the Managing Director, and once you have received a Final Viewpoint letter from the Managing Director, you may approach the Property Ombudsman.
Details of how to contact the Property Ombudsman will be contained within the Final Viewpoint letter sent as the final response to your complaint. Information can also be found online at www.tpos.co.uk.
• you must make your complaint to the Property Ombudsman within 6 months of the date of our Final Viewpoint letter.
• the Property Ombudsman will not consider your complaint until our internal complaints procedure has been exhausted and you have received our Final Viewpoint letter.
• the Property Ombudsman recommends paying any outstanding fees on a "without prejudice" basis to avoid late-payment charges and/or further action.