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 have eight weeks to
consider your complaint. If we have not resolved it within this time you may refer your complaint to The
What will happen next?
• We will send you a letter acknowledging receipt of you 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
• 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
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 twelve 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 complaints
procedure, before being submitted for an independent review.