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Complaints Procedure

We are fully committed to providing a transparent and professional service to all our clients and customers. Sometimes unfortunately things do go wrong and if this happens we need you to make us aware. This will help us to improve our service standards.

If you do have a complaint please follow the guidelines below.

  • Please put your complaint in writing with as much detail as possible
  • We will then send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.
  • We will then investigate your complaint. This will normally be dealt with by one of the company directors who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.
  • If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.
  • We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
  • If you are still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has 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
Salisbury
Wiltshire
SP1 2BP
01722 333 306
[email protected]
www.tpos.co.uk


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 complaint’s procedure, before being submitted for an independent review.