Complaints Procedure


We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our

If you have a complaint, please put it in writing to, The Office Manager at, including as much detail as possible. We will then respond in line with the timeframes set out below. 

What will happen next?
• We will send you a letter acknowledging receipt of you complaint within three working days of receiving it, enclosing a copy of this procedure.
• We will then investigate your complaint. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with
you. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.
• If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.
 • 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 after the last stage of the in-house complaint procedure, or more than 8 weeks has elapsed since the complaint was first made, you are free to refer your complaint to the Property Redress Scheme to consider without our final viewpoint on the matter.

Once the Property Redress Scheme has made a decision on the matter, we are duty bound to adhere to their ruling.

Obviously, we will do everything possible to firstly avoid an issue arising, and if one does, we will endeavour to deal with it promptly and efficiently.



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