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.
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 a letter acknowledging 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 sending the
acknowledgement letter.
• 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 remain dissatisfied, you can then contact The Property Ombudsman to request an independent
review:
The Property Ombudsman Ltd
Milford House
43-45 Milford Street
Salisbury
Wiltshire
SP1 2BP
Last updated at 3:57 PM 08/02/2021 by Keith Russell