Complaint Procedure

How to complain

We aim to offer you the best possible service, but there may be occasions when you feel you have cause for complaint. If so, we will always try to clarify the situation and deal with any issues quickly and efficiently.

Where to make your complaint

All complaints are investigated fully before we respond. This is to ensure we come back with constructive comments or course of action promptly. Our intention is to acknowledge the complaint within 3 working days, and provide a full response within 15 working days.

All complaints are handled by a central team away from day to day administrative operations to ensure we look at each case without any direct involvement. To inform us of an issue, we request this by using the following methods:

We do not offer reporting via telephone as we investigate fully, and require written notice to ensure all issues are internally verified.

We are a member of The Property Ombudsman Scheme, and if you are dissatisfied once you have exhausted our internal process and we have issued our ‘final response’ you may further your complaint for impartial review, a link to this can be found below:

https://www.tpos.co.uk/consumers/completing-the-complaints-form