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Complaints procedure

We are proud of the service we provide and aim to keep all transactions as stress free as possible. However, we appreciate that there may be occasions when things do not go according to plan.

If this does happen then please raise the issue with a team member and we hope it can be resolved.

If you are still dissatisfied then please contact Sue Crossley on  giving specific details.

We hope that all issues can be resolved at this stage, however if it has not been resolved to your satisfaction, we are members of The Property Ombudsman, who will be able to assist.

We will then respond in line with the timeframes set out below.

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, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.
  • We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.

If you remain dissatisfied, you can then contact The Property Ombudsman to request an independent review:

The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP, 01722 333 306

Please note the following:

You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.

The Property Ombudsman requires that all complaints are addressed through this in-house complaint’s procedure, before being submitted for an independent review.


RICS Client Money Protection Certificate (PDF)