Complaints procedure

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. Telling us about it gives us the chance to fix things for you and make improvements. This page explains how you can make a complaint to us and what we will do with it.

Contact us

We want to sort things out for you as soon as we can. The easiest and quickest way is by talking to your local branch, but alternatively you can send an email to

What we'll need

Please provide us with as much information as possible when making your complaint. This will help us to understand the issue and resolve it quickly.

Please include:

  • Your name and address
  • A description of your complaint and how it’s affected you
  • When the issue happened and where
  • A contact number (or other preferred method of contact) and a convenient time to contact you.

What we'll do

We'll record your complaint and do everything we can to resolve it quickly:

  • Once we receive your written complaint, we will acknowledge your complaint within 3 working days.
  • We will provide you with an in-house complaints procedure document.

Our response

Once we've completed our investigation, we'll send you an outcome letter. This will outline the details of our investigation, how we reached our decision and, if appropriate, what we’re going to do to put things right. It will also provide information about The Property Ombudsman.


Whilst we allow up to 15 working days to resolve your complaint, we aim to resolve all complaints as quickly as possible. We’ll send you our outcome letter as soon as we’ve completed our investigation. If, having reviewed our outcome letter, you are still not satisfied please email us to arrange for a separate review to take place by a more senior member of staff. A thorough review will be completed, following which you will receive a Final Response. This can take up to a further 15 working days.

The Property Ombudsman

If you are still not satisfied after the last stage of the in-house complaint procedure (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.

This is a free, independent and impartial service that helps resolve disputes. Although you can refer your complaint to TPO at any time, they will require confirmation that you have exhausted our complaints procedure and have received a Final Response.

We'll send you the full details of our decision in our Final Response, including your right to refer your complaint to TPO. If you do so, it should be within 12 months of the date of our Final Response.



Phone: 01722 333 306

Post: The Property Ombudsman, Milford House, 43-55 Milson Street, Salisbury, SP1 2BP