Complaints Procedure

We don't always get it right - how to complain

We are committed to providing a professional service to all our clients and customers. If you have an immediate issue, please talk to us as soon as possible, ask for a Manager or Partner or email – noting that an email will get a slower response at weekends. This helps us to investigate the immediate issue and try to resolve it before the issue escalates. It may be helpful to write down a few key points and then call us. Fortunately we only receive very few complaints and we will do our best to resolve any issue promptly. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

Should we not be able to resolve the matter within eight weeks you may then refer your complaint to The Property Ombudsman.   Please click here to download a PDF copy of our full complaints procedure including contact details for The Property Ombudsman.

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