Complaints Procedure

We always strive to exceed our customers’ expectations and our standards are high however we do understand that sometimes things happen and we always want you to tell us about your experience even if this is a negative one. This helps us to continually improve our service.

If you have a complaint, we hope to be able to try to resolve it that day, so please tell us in the first instance.

Should we need some time to look into the matter, we will explain why and tell you how long it will take. If you’re not happy with the response you receive from us you can get in touch through our formal complaints procedure below.

Please put your formal complaint in writing either by email or letter, including as much detail as possible. You can ask someone to help you put your complaint in writing if you wish.

We will then respond in line with the timeframes set out below.

We will send you a letter acknowledging receipt of your complaint within three working days, enclosing a copy of this procedure.

We will investigate your complaint. A formal written outcome of our investigation will be sent to you within 10 working days of sending the acknowledgement letter.

If there is a reason why we need more time, we will tell you why.

We will write to you within 10 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 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.

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

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