STEP ONE:
If you feel, after speaking with the Manager of the Branch / Department, that your complaint has not been resolved or should they have been directly involved in the matter pertaining to your complaint, you are invited to make a formal complaint in a written summary by e-mail to [email protected] or by letter to Customer Relations, 1 Fernwood House, 45 London Road, Cowplain PO8 8DH.
Your complaint will be acknowledged within 3 working days of being received. The relevant manager will contact you to discuss the matter further prior to launching a full investigation. Upon completion of that investigation, you will be advised of the outcome in writing and within 15 working days of receipt of the written complaint.

STEP TWO:
If, after receiving the response in Step One, you feel that your complaint remains unresolved you may refer the matter to the Director using the following email: [email protected]. He/She will personally conduct a separate review of your complaint. You will receive an acknowledgement within 3 working days and a final viewpoint letter within 15 working days of your complaint being received.


STEP THREE:
Following Step Two, should the matter still not be resolved to your satisfaction you can then refer it to The Property Ombudsman using TO2537 as your reference. The steps outlined above must be completed in full before proceeding through this route. Please note that any referral must be undertaken within 12 months of receipt of your written complaint.