Complaints procedure

If something has gone wrong, we would rather hear it from you than not hear it at all.

We are a member of The Property Ombudsman, and as a member we operate a written in-house complaints procedure. This page sets it out in full.

Stage one: tell the person handling your matter

In the first instance, raise the issue with the member of staff dealing with your property. Most problems are a misunderstanding or a delay, and are resolved fastest by the person closest to them.

You can do this by telephone or email, but if you would like it treated as a formal complaint, put it in writing so there is a clear record of what you are unhappy about and what you would like done.

Stage two: put it in writing to us

If the matter is not resolved, or you would prefer to escalate straight away, write to us:

Please include your name and contact details, the property address, what has gone wrong, and what you would like us to do to put it right.

What happens next

01Acknowledgement

We will acknowledge your complaint in writing within three working days of receiving it.

02Investigation

A senior member of the firm who has not been directly involved will review the matter and may contact you for further information.

03Our response

We will send you a written outcome. If we need longer to investigate properly, we will tell you why and when to expect our response.

04Final viewpoint

If you remain dissatisfied, tell us and we will carry out a final review and issue our final viewpoint letter, which marks the end of our in-house procedure.

Our in-house procedure will take no longer than eight weeks from the date we receive your written complaint.

Stage three: The Property Ombudsman

If you are still not satisfied after receiving our final viewpoint letter, or if eight weeks have passed since you first complained in writing and we have not resolved the matter, you can refer your complaint to The Property Ombudsman.

You must refer your complaint to The Property Ombudsman within 12 months of the date of our final viewpoint letter.

  • Website: tpos.co.uk
  • Post: The Property Ombudsman, Milford House, 43 to 55 Milford Street, Salisbury, Wiltshire, SP1 2BP

The Property Ombudsman will not consider your complaint until our in-house procedure has been completed or the eight weeks have expired. The service is free to consumers.

Referring a complaint to The Property Ombudsman does not affect your legal rights, and you are not obliged to accept the Ombudsman's decision. If you do accept it, it becomes binding on both of us.

If your complaint is about a tenancy deposit

Disputes about how much of a deposit should be returned at the end of a tenancy are dealt with by the deposit protection scheme holding the money, through its free dispute resolution service, rather than through this procedure.

Deposits we hold are protected with mydeposits, membership number EW178163. The prescribed information served at the start of your tenancy tells you how to raise a dispute with them.

Our regulatory details

Full company, redress and regulatory information is on our regulatory information page.