Complaints Procedure

Step 1: Please write (by letter or email below) to the Branch Manager with the details of your complaint setting out clearly the reasons for your grievance(s) together with dates, names of any staff members you dealt with and enclosing/attaching any supporting evidence.

First Floor
2a Upper King Street

Step 2: The Branch Manager is required to acknowledge your complaint in writing (letter or email) within 3 working days of receiving it.

Step 3: The Branch Manager will review your complaint and provide you with a formal written outcome of his/her investigation within 15 working days of receiving the complaint.

Step 4: Should you not be satisfied with the Branch Manager’s response you may write to us at [email protected] for the attention of the partners and we will carry out a separate and detached review of your complaint resulting in a final decision which will be sent to you within 15 working days of the matter being escalated to us.

Step 5: Should you still be dissatisfied after receiving our Final View, then you may refer the complaint to the Ombudsman whose details are below. Please note that you must refer your complaint to the Ombudsman within 12 months of receiving our Final View for the Ombudsman to consider it.

The Property Ombudsman
Milford House
43-55 Milford Street

01722 333 306
[email protected]

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