Complaints Procedure

Our goal is to provide an exceptional level of service rooted in professionalism and trust. Nonetheless, we understand that setbacks can occur. To address such situations, we have created a complaint procedure that offers our customers a straightforward and tailored approach to effectively resolving any concerns they may encounter.

Stage 1

In the first instance, if you are unable to resolve the issue informally, you should write to the member of staff who dealt with you, or their manager, so that he or she has a chance to put things right. In your letter you should set out the details of your complaint, the consequences for you as a result, and the remedy you are seeking.

Stage 2

If your concern remains unresolved, we will initiate the formal complaints procedure. Kindly send an email to the branch or department manager, outlining your complaint and your desired resolution. You can expect an acknowledgment of your complaint within 3 working days, followed by a written response within 15 working days. This response will include our perspective and proposed steps to address your concerns.

Stage 3

If your concern remains unsatisfactorily addressed, we kindly ask you to escalate it to our Customer Services Manager at [email protected]. Following a comprehensive investigation, you can expect to receive a response detailing our stance and a written proposition for resolving your issue within an additional 15 working days. Should you find our proposal or position unsuitable, please inform us in writing within the next 15 working days. You are welcome to propose an alternative method for resolving the matter. Upon agreement with your preferred resolution, we will strive to implement it promptly. In the event that we cannot accept your chosen resolution, you may proceed to the final stage of the process.

Final Stage

If, following the preceding stages, we are unable to find a satisfactory resolution for your complaint, you can then escalate the matter to The Property Ombudsman (TPO). TPO functions as an independent statutory body tasked with regulating and resolving disputes between consumers and property agents.

Please take note that any grievances directed to The Property Ombudsman (TPO) must be submitted within a 12-month period from the date of receiving our final response.

The Property Ombudsman

Address: Milford House, 43-55 Milford Street, Salisbury, Wiltshire SP1 2BP

Telephone: 01722 333 306

Email: [email protected]


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