In-House Complaints 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 because of factors such as their age, infirmity, disability, lack of knowledge, lack of linguistic or numeracy ability, economic circumstances, bereavement, or where English is not their 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 sought to address your complaint within eight weeks, you may be able to refer your complaint to The Property Ombudsman without waiting for our final viewpoint.

What Will Happen Next?

• We will send you written acknowledgement of receipt of your complaint within 3 working days, enclosing a copy of this procedure.
• 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 will be sent to you within 15 working days of receipt of the original complaint.
• If you are still not satisfied at this stage, you should contact us again and we will arrange for a separate review to be carried out 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 with our final viewpoint, or if more than 8 weeks have elapsed since the complaint was first made, you can request an independent review from The Property Ombudsman without charge.