Stage One – Contact member of team you have been dealing with

We receive very few complaints, however we understand that sometimes things don’t go exactly to plan and occasionally go wrong. If this occurs, we encourage you to try and resolve the situation with the member of our team you have been dealing with.
Stage Two – Contact Manager

If we are unable to resolve the situation at Stage 1, you may refer the case to the Manager. Where necessary, if the situation remains unresolved, we recommend that the issue is raised within one month of completing Stage 1.

The member of team will provide you with the manager’s name and contact details. Alternatively you may write to the Manager at: [email protected]. We will acknowledge the complaint within three working days of receipt and work with you to try and resolve any issues raised as promptly as possible. A written response to summarise any investigations and steps taken will be sent within fifteen working days.
Stage Three – Contact Director

If you still remain dissatisfied and wish to further escalate your complaint, you may then write to the Director via post to the following address:
6 Shepherds Bush Road, London, W6 7PJ.
Stage Four – Contact The Property Ombudsman

If you are not satisfied with the proposed resolution, you may approach The Property Ombudsman Service (TPOS) at www.tpos.co.uk
Please note that if you do wish to contact The Property Ombudsman Service (TPOS), you must do so within six months of the date of the final proposed resolution from us. It is also important to note that The Property Ombudsman Service (TPOS) will not consider your complaint until our internal complaints procedure has been exhausted.