If you believe you have a grievance, please email us for the attention of 'The Branch Manager with reference 'FORMAL COMPLAINT' by email to
[email protected]. We ask that you put your complaint in writing, setting out your concerns by reference to any related documents.
The grievance will be acknowledged within 3 working days and then investigated thoroughly in accordance with our complaint handling procedures. A formal written outcome of the complaint will be sent to you within 10 days of receipt of your initial letter and you will be invited to make any comments that you may have in relation to this response. If for any reason, we require longer than this timescale to fully investigate the matter, we will advise you in writing and confirm our revised response date.
If you remain dissatisfied with the result of the internal investigation, the next step is to send an email for the attention of 'The Director' with reference 'FINAL FORMAL COMPLAINT' by email to
[email protected]. Following the conclusion of our in-house review we will write to you with a final written statement.
If you remain dissatisfied with the conclusion of the in-house review of the complaint, you can refer the matter to the Property Ombudsman. Please write to the Property Ombudsman using the address below. The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP