Complaints Procedure

We are committed to providing a professional service to all our clients and customers.

If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the time frames set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).

We will send you a letter acknowledging receipt of your complaint within five working days of receiving it.

We will then investigate your complaint. This will normally be dealt with by Melanie Neely who will review your file. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.

If at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to be carried out. We will write to you within 15 working days of receiving your request for a review, confirming our final position on the matter.

If you are still not satisfied after the last stage of the in-house complaint procedure (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.

In the unlikely event that you remain dissatisfied then you may refer the matter to The Property Ombudsman (TPO) at the following address:

The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP
www.tpos.co.uk

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 addressed through this in-house complaints procedure, before being submitted for an independent review.