We strive to deliver a high-quality service to all our clients and customers. If an issue arises, we encourage you to inform us, as your feedback helps us enhance our standards.

Should you wish to raise a complaint, please submit it in writing with as much detail as possible. We will acknowledge and address it within the timeframes outlined below. If we have not responded to your concerns within eight weeks, you may have the option to escalate your complaint to the Property Ombudsman, even if we have not provided our final response.

What Happens Next?

• Within three working days of receiving your complaint, we will send you a letter acknowledging receipt and providing a copy of our complaints procedure.

• Your complaint will then be investigated, typically by our Director, Louisa Blundell. She will review your file and consult with any staff members involved. A formal written response outlining the outcome of our investigation will be sent to you within 15 working days of our acknowledgment letter.

• If you remain dissatisfied at this stage, you may contact us again to request a further review.

• We will conduct this review and provide our final written response within 15 working days of your request.

• If you are still not satisfied after completing our internal complaints process (or if more than eight weeks have passed since you initially raised the complaint), you may refer the matter to The Property Ombudsman for an independent review at no cost.
  

The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP
01722 333 306
admin@tpos.co.uk
www.tpos.co.uk

Please be Advised of the Following:

You must refer your complaint to The Property Ombudsman within 12 months of receiving our final response letter, along with any supporting evidence for your case.

Before The Property Ombudsman can conduct an independent review, they require that all complaints go through our internal complaints process first.