We're 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 then have eight weeks to consider your complaint. If we've not resolved it within this time you may refer your complaint to The Property Ombudsman.

What happens next?

  • You'll receive acknowledgement of your complaint within three working days of us receiving it, enclosing a copy of this procedure.

  • We'll then investigate your complaint. This will normally be dealt with by the staff member who received your complaint. They'll review your file with their manager. Unless we agree any different timescales with you, you will receive our response within 15 working days of the date we acknowledged your complaint.

  • If, upon receiving our initial response, you remain dissatisfied, you should contact us again and the complaint can be escalated to senior management for a further review. A final viewpoint on the matter will be sent within a further 15 working days.

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 / www.tpos.co.uk

Please note the following:

You'll need to submit your complaint to The Property Ombudsman within 12 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.