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 standard.
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 complaints within 8 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?
1. Please raise your complaint with the team member that is handling your case. If
that team member cannot resolve the issue for you then please put the complaint
in writing addressed to a Senior Property Administrator.
2. We will acknowledge your complaint in writing within 3 working days of receiving
your written complaints enclosing a copy of this procedure. We will then 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.
3. If at this stage you are still not satisfied, you should contact us again and we will
arrange for separate review to take place by a senior member of staff.
4. We will write to you within 15 working days of receiving your request for a review,
confirming our final viewpoint on the matter.
5 If you are still not satisfied with the outcome after the last stage of the in-house
complaint procedure (or more than 8 weeks has elapsed since your complaint
was first made) you can request an independent review from The Property
Ombudsman without charge.
The Property Ombudsman, Milford House, 43 Milford Street, Salisbury, Wiltshire, SP1
Telephone: 01722 333306
Please note the following;
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 address through this inhouse
complaints procedure, before being submitted for an independent review