Complaints Procedure

How to Make a Complaint

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.

Please note: 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.

Important Notice

The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.

Complaints Process Timeline

Step 1: Acknowledgement

We will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.

Step 2: Investigation

We will 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.

Step 3: Formal Response

A formal written outcome of our investigation will be sent to you within 15 working days of receiving your complaint.

Step 4: Review

If you are still not satisfied, contact us again and we will arrange for a separate review by a senior member of staff.

Step 5: Final Viewpoint

We will write to you within 15 working days of receiving your review request, confirming our final viewpoint on the matter.

The Property Ombudsman

If our final viewpoint letter does not resolve matters (or more than 8 weeks has elapsed since the complaint was first made), you can contact The Property Ombudsman to request an independent review without charge.

Address

The Property Ombudsman Ltd
Milford House
43-55 Milford Street
Salisbury, Wiltshire
SP1 2BP

Contact Information

Phone: 01722 333 306
Website: www.tpos.co.uk
Email: admin@tpos.co.uk

Important Deadline

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.

Start the Complaints Process

To submit a complaint, please contact us in writing with full details of your concerns.

Need Immediate Assistance?

If you have any questions about our complaints procedure, please don't hesitate to contact us.

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IN-HOUSE COMPLAINTS PROCEDURE

How to Make a Complaint

Important Notice

The Property Ombudsman

Address

Contact Information

Important Deadline

Start the Complaints Process

Email

Phone

Post

Need Immediate Assistance?