Making a Complaint

How do I make a complaint?

Please submit your complaint using the complaints form on our website. Your complaint will be logged and forwarded to the relevant department head. You will receive an acknowledgment within 3 working days and be told who has been appointed to handle it.

We will write to you within 15 working days of receiving your completed form to set out the outcome of our investigation and any action taken. If the investigation will take longer than that, we will explain why.

If you are not satisfied with our response, you may ask for the matter to be escalated to a senior colleague, and we will write to you again within 15 working days.

If your complaint has not been resolved within 8 weeks of first notification, or if you remain dissatisfied after our final response, you may refer it to The Property Ombudsman (TPOS) within 12 months of our final response. TPOS is a free and impartial service. You can contact them at: Milford House, 43-55 Milford Street, Salisbury, Wiltshire SP1 2BP, or at admin@tpos.co.uk. Further information is available at www.tpos.co.uk.