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.
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
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
43-45 Milford Street
01722 333 306
Please note the following:
You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final
viewpoint letter, including any evidence to support your case.
The Property Ombudsman requires that all complaints are addressed through this in-house complaint’s procedure,
before being submitted for an independent review.