Complaints Policy

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 helps us 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, language barriers, bereavement, or financial hardship.

If you have a complaint, please put it in writing and include as much detail as possible. We will respond in line with the timeframes below. If we have not addressed your complaint within eight weeks, you may refer it to The Property Ombudsman for independent review.

What Will Happen Next?

• We will send a written acknowledgement 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 handled by the office manager, who will review your file and speak with the staff member involved. A formal written outcome will be sent to you within 15 working days of receipt of the original complaint.
• If you are not satisfied, you may request a further review by a senior member of staff. A final written response will be issued within 15 working days of your request for a review.
• If you are still not satisfied (or if more than eight weeks have passed since the complaint was first made), you can request an independent review from The Property Ombudsman at no charge.

Important Notes

You must submit your complaint to The Property Ombudsman within 12 months from the date of our final written response, including any evidence to support your case.

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