Complaints Procedure

If Things Go Wrong
Our Complaints Procedure

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We are committed to providing a professional service to all our clients and customers. In the unlikely event that things go wrong, we need you to tell us about them as soon as possible. This will help us to resolve issues at the time that they arise, and improve our service going forward.

If you have a complaint, please put it in writing to us, by letter or email. We will acknowledge your complaint and respond in line with the timescales and stages set out below. No charge will be made for addressing or resolving your complaint.

Please put your complaint in writing and address it to Hannah Carr, Director. You can write to her at the address below, or email Please include as much detail as possible, including dates, the name(s) of the people you dealt with, and enclose any supporting evidence that you may have.

Your complaint will be acknowledged within three working days of receipt, and we will start our internal Complaints Process.

Your complaint will be investigated, and we will provide a formal written response addressing your specific concerns and proposing resolutions where appropriate. We will do this within 15 working days of receiving your complaint.

If you remain dissatisfied or wish to provide further evidence to support your complaint after our investigation, you should contact us again and we will conduct a further review. Within 15 working days of receiving your request for a further review, we will write to you with our final viewpoint on the matter.

If our final viewpoint letter does not resolve matters (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge. Write to them at: The Property Ombudsman, Milford House, 43-55 Milford Street , Salisbury, SP1 2BP, email, call 01722 333306 or visit for further information. You must refer your complaint to the Ombudsman within 12 months of receiving our final viewpoint letter.