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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.

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

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).

What will happen next?

-         We will send you a letter acknowledging receipt of your complaint within three working days of receiving it, 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

The written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.


If you remain dissatisfied, you can then contact The Property Ombudsman to request an independent



The Property Ombudsman Ltd

Milford House

43-45 Milford Street





01722 333 306


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.

Get in touch

Call us on 0207 229 9917 or use the contact form below