In-house complaints procedure.

Make a complaint

Please put your complaint in writing and include as much detail as possible. This helps us understand the concern and investigate it fully.

You can also write to:

What happens next

1. We will acknowledge your complaint within three working days of receipt and provide a copy of this procedure.
2. Our office manager will investigate by reviewing the file and speaking to the staff member involved. A formal written outcome will be sent within 15 working days of the acknowledgement.
3. If you remain dissatisfied, contact us again. A separate senior member of staff will review the complaint.
4. We will send our final viewpoint within 15 working days of receiving the review request.

If your complaint has not been addressed within eight weeks, you may be able to refer it to The Property Ombudsman without waiting for our final viewpoint.

The Property Ombudsman

If you remain dissatisfied after completing our procedure, you can ask The Property Ombudsman to consider the complaint.

You should submit the complaint to The Property Ombudsman within 12 months of our final viewpoint and include evidence supporting the complaint. The Ombudsman normally requires our internal complaints procedure to have been completed first.