We are committed to providing a professional and personal service to every client and customer we work with. If something has gone wrong, we want to hear about it. Your feedback helps us to continually improve the service we deliver.

Where appropriate, we will make reasonable adjustments for anyone who may be disadvantaged due to factors such as age, disability, infirmity, bereavement, limited knowledge, or where English is not their first language.

If you have a complaint, please put it in writing with as much detail as possible and send it to us directly. We will respond in line with the timeframes set out below. If you feel we have not adequately addressed your complaint within eight weeks, you may refer the matter to The Property Ombudsman for independent review.

What Happens Next?

Step 1 — Acknowledgement
We will send you a written acknowledgement of your complaint within three working days of receiving it, along with a copy of this procedure.

Step 2 — Investigation
Your complaint will be investigated by our office manager, who will review your file and speak with the relevant member of staff. A formal written outcome will be sent to you within 15 working days of receipt of your complaint.

Step 3 — Further Review
If you remain unsatisfied following our response, please contact us again and we will arrange for a separate review to be carried out by a senior member of our team.

Step 4 — Final Viewpoint
We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.

Step 5 — Independent Review
If you are still not satisfied with our final viewpoint, or if more than eight weeks have passed since your complaint was first raised, you may request an independent review from The Property Ombudsman, free of charge.

The Property Ombudsman

Email: admin@tpos.co.uk
Phone: 01722 333 306
Website: www.tpos.co.uk
Submit a Complaint to The Property Ombudsman

Please note: Complaints must be submitted to The Property Ombudsman within 12 months of the date of our final viewpoint, and all complaints must first go through our in-house procedure before being referred for independent review.

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