Lettings 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.


Sales Complaint Procedure     1. Please raise
your complaint with the sales advisor that is handling your case. 2. If the
sales advisor cannot resolve the issue for you then please put your complaint
in writing addressed to the Branch Manager for that particular branch. 3. We
will acknowledge 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 Managing 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 SalisburyWiltshire 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.