Complaint Procedure
1. Please raise your complaint with the property manager or sales advisor that is handling your case.
2. If the sales advisor / property manager cannot resolve the issue for you then please put your complaint in
writing addressed to the Lettings Manager for that particular branch.
3. We will acknowledge to your complaint in writing within 5 working days. We will also start a full investigation.
4. In line with The Property Ombudsman guidelines a full written outcome will be sent to you within 15 working
days.
5. If you are not satisfied with the full written outcome response from the Branch Manager you can write to the
Lettings Director. They will then respond to you with a statement of the final view of the matter within 15 working
days of receipt.
6. If you are still not satisfied with the outcome, you can raise your complaint with the:
The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire SP1 2BP 7.
When you have raised a complaint with The Property Ombudsman they will write to us as agents requesting our
Property File and our version of the events. A case officer will then undertake a formal review of your complaint
largely based on the documents from both sides.
Last updated at 5:32 PM 13/07/2015 by Faisal Aslam