Complaints Handling Procedure

As a regulated business, we have in place a Complaints’ Handling Procedure (CHP) which meets the regulatory requirements. If you have reason to feel dissatisfied please follow the below 

Our CHP has two stages:   
  1. Gives our organisation the opportunity to review and consider your complaint in full and we will try to resolve your complaint to your satisfaction. If you are not content with our responses, then you will have the opportunity of taking your complaint to stage two.
  2. Gives you the opportunity to have your complaint reviewed and considered by an independent redress provider. 

Stage One 
Even if you have spoken to us about your complaint we require a written explanation in order to ensure clarity and full understanding of the issues about which you are complaining. Please send details of the complaint by email to: 

We will consider your complaint as quickly as possible and would expect to acknowledge receipt of your complaint within 3 working days. If we are unable to give you a full response at that time, then we would expect to update you within a further 15 working days. 

Stage Two 
If we are unable to gain your agreement on a resolution to your complaint, you have the opportunity to submit your complaint to an independent redress provider. We have selected to use the following provider: 

The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury SP1 2BP 
T: 01722 333306  |  E:  |  

There is a 12-month timescale for referring complaints to the Property Ombudsman.  

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