Customer Complaints Procedure

We aim to provide a high standard of service to you at all times.  However, sometimes things can go wrong and if that happens, we are committed to resolving matters promptly and fairly.  Please see below for our complaints process.

1) Please put in writing (by email or letter) to our Director Neil Kaye, the details of your complaint setting our clearly the reasons for your grievance(s) together with the dates, names of any staff members you dealt with and enclosing/attaching any supporting evidence.

2) The Director is required to acknowledge your complaint in writing (letter or email) within 3 working days of receiving it and a proper investigation is to be undertaken by him.

3) The Director will review your complaint and provide you with a formal written outcome of his investigation within 15 working days of the original complaint being received.

4) Should you not be satisfied with the Director’s response, you may refer the complaint to the Property Ombudsman whose details are below. Please note that you must refer your complaint to the Ombudsman within 12 months of receiving our response.

The Property Ombudsman, Milford House, 43 – 55 Milford Street, Salisbury, SP1 2BP