Complaints Process

We are committed to providing a professional service to all our clients and customers. 

When something goes wrong, please tell us about it. This will help us to improve our standards.

We will, where appropriate, make reasonable adjustments for consumers who might be disadvantaged because of factors such as their age, infirmity, disability, lack of knowledge, lack of linguistic or numeracy ability, economic circumstances, bereavement, or inability to speak English as a first language.

If you have a complaint, please email 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 matter).

What will happen next?

  • We will send you a written acknowledgement of the receipt of your complaint within three
    working days of receiving it, enclosing a copy of this procedure.
  • We will then investigate your complaint. The office manager normally handles this, reviewing your file and speaking to the staff member who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of receipt of the original complaint.
  • If you are still unsatisfied at this stage, you should contact us again, and we will arrange for a senior member of staff to conduct a separate review.
  • We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint.
  • If you are still unsatisfied with our final viewpoint (or more than 8 weeks have elapsed since the complaint was first made), you can request an independent review from The Property Ombudsman without charge.


The Property Ombudsman
Milford House
43-55 Milford Street
01722 333 306


Please note the following:

You will need to submit your complaint to The Property Ombudsman within 12 months from the date of our final viewpoint , 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.