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 the HR and Operations Manager. Please find her contact details below:

Name: Esme Bertouche

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

Esme will acknowledge your complaint within 3 working days of receipt and will copy in 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 back to
Esme, who will carry out a second review before providing you with our final viewpoint.

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 request.

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.

Call: 01722 333306