Compliments & Complaints

COMPLIMENTS & COMPLAINTS

We appreciate your feedback, and strive to improve the service we offer.
Please let us know if you have received exceptional service or would like to make us aware of anything you aren’t completely happy with.

Personal details are not compulsory, you can submit a compliment or complaint anonymously if you wish. However, if at a later date you wish to escalate a complaint to The Property Ombudsman, you have to have allowed us the opportunity to resolve the issue in question. For us to do that you will need to have provided details of the property/site, and your contact details so we can liaise on the issue.

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In-house Complaints Procedure

If you have a complaint, please either fill in the form above (providing your personal details), or send us communication in the form of a letter. We will then respond in line with the timeframes set out below.

1.

We will send you a letter acknowledging receipt of you complaint within three working days of receiving it, enclosing a copy of this procedure.

2.

We will then 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 sending the acknowledgment letter.

3.

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.

4.

We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.

The Property Ombudsman

If you remain dissatisfied, you can then contact The Property Ombudsman to request an independent review.

The Property Ombudsman Ltd

Milford House
43-45 Milford Street
Salisbury
Wiltshire
SP1 2BP
01722 333 306

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 complaints procedure, before being submitted for an independent review.