In our ongoing commitment to provide exemplary services to all our customers, we have instituted a formal complaint procedure to address any grievances, as we do recognise that on occasions thing do not go accordingly to plan.
In such instances, we invite feedback regarding dissatisfaction or concerns about the service received, which will help us ensure continuous improvement and accountability within our operations.
Should you wish to file a complaint, please follow the steps outlined below.
- In first instance, please contact our office to discuss your concerns. If you are unable to resolve the matter and wish to escalate it, please send us your complaint in writing to [email protected]. Upon receipt, all grievances will be reviewed by our dedicated team. We guarantee an initial response within 3 working days.
- Following further investigation, a written response will be sent to you within 15 working days confirming the outcome of our investigation and outlining the steps we will undertake to resolve the issue.
- If you remain dissatisfied (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.
The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP
Please note that The Property Ombudsman will only review complaints made within 12 months of receiving our final response ( ‘final viewpoint’ letter).
