We are dedicated to delivering a high standard of service to all our clients and customers. If something does not meet your expectations, we encourage you to let us know. Your feedback is essential in helping us maintain and improve our service levels.

Where necessary, we will make reasonable adjustments to support individuals who may be at a disadvantage due to factors such as age, disability, infirmity, limited English skills, financial circumstances, bereavement, or lack of familiarity with relevant procedures.

If you wish to raise a complaint, please submit it in writing with as much detail as possible. We will then follow the process outlined below. (If you feel we have not addressed your concerns within eight weeks, you may be able to refer your complaint to The Property Ombudsman, even if we have not yet issued our final response.)

What happens next?

• Acknowledgment:
  We will send written confirmation that we have received your complaint within 3 working days, along with a copy of this complaints procedure.
• Investigation:
  Your complaint will be reviewed by the office manager, who will assess your file and speak with the team member involved. You will receive a formal written response outlining our findings within 15 working days of your original complaint.
• Further Review:
  If you are not satisfied with the outcome, you may request a further review. A senior member of staff will reassess the matter and provide our final written response within 15 working days of your request.
• Independent Review:
  If you remain dissatisfied with our final response—or if more than 8 weeks have passed since you first submitted your complaint—you may refer the matter to The Property Ombudsman for an independent, free review.