Complaints Procedures

Complaints Procedures

Complaints procedure

We take pride in offering a professional, ethical and transparent service.  However if you do have a problem, we always try to do right by you and we have a clear procedure to deal with any issues that might arise.

  1.  In the first instance, always talk through the problem with us as soon as possible.  In most cases, we will be able to resolve the issue at this stage.
  2.  If you are still dissatisfied, you need to put your problem in writing to us, setting out clearly the details of the issue.  The Director will acknowledge your complaint within 3 working days.  He will then review the property files and where necessary take professional advice before making a formal response.  He will aim to deal with the matter within 10 working days of receiving your letter, but in complicate d matters, this may take longer, in which case you will be fully informed of the revised timescales.
  3. If you are still not satisfied after the last stage of our in-house complaint procedure (or if more than 8 weeks has elapsed since the complaint was first made, you can request an independent review from The Property Ombudsman without charge. Their details are below.

The Property Ombudsman

Milford House

43 – 55 Milford Street

Tel: 01722 333 306
[email protected]

Please be aware that you have up to 12 months from the date of our final response to refer your complaint to the Ombudsman in writing, although it is preferable that you do so as soon as possible if you wish to pursue the matter further.