Complaints Procedure

We are committed to providing a professional service to all our clients and customers. However, when something goes wrong, we need you to tell us about it. This will help us to improve our standards and hopefully allow us to rectify the problem you are having.

We will where appropriate, make reasonable adjustments for consumers who might be disadvantaged because of factors such as their age, infirmity, disability, lack of knowledge, lack of linguistic or numeracy ability, economic circumstances, bereavement or do not speak English as a first language.

If you have a complaint, please put it in writing to us at:

52 High Street
SN16 9AT

Or email us on

Please include in this as much detail as possible. We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).

Once we receive your written complaint, we will send you an acknowledgment of the receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.

We will then review your complaint. This will normally be dealt with by the office manager who will review your file and investigate the complaint.  A formal written response to your complaint will be sent to you within 15 working days of receipt of the original grievance.

If, at this stage, you are still not satisfied, you should contact us again in writing and we will arrange for a separate review to take place by a senior member of staff or a company director.

We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.

If you are still not satisfied with our final viewpoint you can request an independent review from The Property Ombudsman without charge.

The Property Ombudsman
Milford House
43-55 Milford Street

01722 333 306

Please note the following:

  • You will need to submit your complaint to The Property Ombudsman within 12 months from the date of our final viewpoint, including any evidence to support your case.
  • The Property Ombudsman requires that all complaints are addressed through this in-house complaint’s procedure, before being submitted for an independent review.