Complaints policy

We are committed to providing a professional service to all our clients and customers. When something goes wrong, please tell us. It helps us improve our standards.

Where appropriate, we will make reasonable adjustments for consumers who might be disadvantaged because of factors such as age, infirmity, disability, lack of knowledge, linguistic or numeracy ability, economic circumstances, bereavement, or not speaking English as a first language.

If you have a complaint, please put it in writing with as much detail as possible. If you feel we have not addressed your complaint within eight weeks, you may be able to refer it to The Property Ombudsman without our final viewpoint.

What happens next

1. We will acknowledge your complaint in writing within three working days, with a copy of this procedure.
2. The office manager will investigate your complaint and send a formal written outcome within 15 working days.
3. If you are still not satisfied, contact us again and a senior member of staff will carry out a separate review.
4. We will confirm our final viewpoint in writing within 15 working days of your review request.
5. If you are still unhappy, or more than eight weeks have passed, you can ask The Property Ombudsman for a free independent review.

You must refer your complaint to The Property Ombudsman within 12 months of our final viewpoint, with any supporting evidence. The Ombudsman requires complaints to go through this in-house procedure first.