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 to improve our standards.

We will, where appropriate, make reasonable adjustments for consumers who might be disadvantaged due to age, infirmity, disability, lack of knowledge, linguistic or numeracy ability, economic circumstances, bereavement, or for those who do not speak English as a first language.

If you have a complaint, please put it in writing with 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.

What will happen next?

• Written acknowledgement of your complaint within 3 working days of receipt, enclosing a copy of this procedure.
• Investigation by the office manager, who will review your file and speak to the member of staff involved. A formal written outcome will be provided within 15 working days.
• If you remain unsatisfied, a separate review by a senior member of staff will be arranged, with a written response within 15 working days.
• If still unsatisfied (or more than 8 weeks has elapsed), you may request an independent review from The Property Ombudsman without charge.

Complaints must be submitted to The Property Ombudsman within 12 months of our final viewpoint. The Ombudsman requires all complaints to go through this in-house procedure first.