Complaints Procedure

As a member of The Property Ombudsman, we aim to deliver the highest standard of service to
all customers.

If you are unhappy and wish to make a complaint, you will be asked to put your complaint in
writing to Tobi, our Office Manager. Please find her contact details below:

Tobi Adebo

Please set out the act or omission that has occurred and be sure to include what you
would like us to do to resolve your complaint.

Tobi will acknowledge your complaint within 3 working days of receipt and will confirm
the department manager who will be responsible for responding to your complaint.
Please rest assured that your complaint will be investigated thoroughly, and a formal
reply will be sent to you within 15 working days.

If you remain unhappy with the resolution provided, you can direct your complaint to
Esme our HR and Operations Manager, who will carry out a second review of your
complaint before providing you with our final viewpoint. Please find her contact details

Esme Bertouche

If you are still not satisfied with the outcome pending our final response, you can then
refer your complaint to The Property Ombudsman. We will submit our file to them upon

You are also entitled to refer your complaint to The Property Ombudsman should we
fail to deal with matters promptly or do not comply with our complaints procedure
within 8 weeks from the date we receive your written notification.

The Property Ombudsman
Call: 01722 333306