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Please fill out the form below, and will we respond in due course. Alternatively you can contact us on 01621 834110.

Office Hours:
Monday to Friday 9.30am-6pm
Saturday 9.30am-2pm
Sunday Closed

Complaint Handling 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.

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

How to Make a Complaint:

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 addressed your complaint within eight weeks, you may be able to refer your complaint to the Property Ombudsman for consideration without our final viewpoint on the matter.

What Will Happen Next?

1. Acknowledgment:
   • We will send you written acknowledgment of the receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.
2. Investigation:
   • We will investigate your complaint. This will normally be dealt with by the office manager 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 receipt of the original complaint.
3. Further Review:
   • If you are still not satisfied at this stage, you should contact us again. 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.
4. Independent Review:
   • If you are still not satisfied with our final viewpoint (or more than 8 weeks have elapsed since the complaint was first made), you can request an independent review from The Property Ombudsman without charge.

Contact Information:

The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP
01722 333 306
www.tpos.co.uk
Make a Complaint – The Property Ombudsman

Please Note:

• You will need to submit your complaint to The Property Ombudsman within 12 months from the date of our final viewpoint, including any evidence to support your case.
• The Property Ombudsman requires that all complaints are addressed through this in-house complaint procedure before being submitted for an independent review.

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