We are committed to providing a professional service to all our clients and customers. When something goes wrong, we
need you to tell us about it. This will help us to improve our standards.
If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the
timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able
to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).
What will happen next?
• We will send you a letter acknowledging receipt of your complaint within three working days of receiving it,
enclosing a copy of this procedure.
• We will then investigate your complaint. This will normally be dealt with by the office manager who will review your
file and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent
to you within 15 working days of sending the acknowledgement letter.
• If,