Customer Complaints Procedure

We put customer service and commitment to our clients and customers at the heart of what we do.

We want to get it right, first time, every time – but occasionally, things don’t go as planned. If this happens, we’d really like your feedback so, not only can we explain and if necessary apologise to you, but we can also improve our service.

We have an established internal procedure that we adhere to and must be followed in accordance with The Property Ombudsman (TPO) guidelines. The TPO will not consider your complaint until our internal complaints procedure has been completed.

Our aim is to resolve any grievance or issue you may have and entrust these can be swiftly resolved at the initial stage.

Initial Stage – Branch Manager

You should in the first instance, raise any grievance you have with the office you have been dealing with. It may be the case they suggest meeting you in person and our office or in your home. The Manager of the office will do their best to resolve any better to the best of their ability within 5 working days of the verbal notification of your issue.

Stage 2 – Area Manager

If you remain dissatisfied, the next stage would be to submit your grievance in writing to the Area Manager responsible for the branch you wish to make a complaint about. Please request a copy of our complaints procedure which we provide you with the necessary contact details.

Your grievance will be acknowledged within 3 working days and then investigated thoroughly in accordance with our established internal procedures. A formal written outcome of the complaint will be sent to you within 15 working days. If we require longer than this timescale we will advise you in writing and confirm our revised response date.

Stage 3 – Managing Director

If you remain dissatisfied with the result of our internal investigation, please write to the Managing Director at the following address:

Head Office
36 King Street
ME14 1BS

Again, your communication will be acknowledged within 3 working days and a full review will take place.

Following the conclusion of this review, we will write to you with a final written statement within 15 working days.

Final Stage – The Property Ombudsman (TPO)

If you are dissatisfied with the conclusion of the internal review of your complaint, you can refer the matter in writing to:

The Property Ombudsman
Milford House
43-55 Milford Street

Tel: 01722 333306