Complaints Procedure

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 will then respond in line with the timeframes set out below If you feel we have not sought to address your complaint 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 letter acknowledging receipt of your complaint within 5 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 respond within 15 working days.


If at this stage you are still not satisfied with the outcome, we will forward your complaint to the Director, who will respond within 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





01722 333306


Please note you will 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.

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