If for any reason you would like to make a complaint about our products or services please contact our Operations Director by email, by telephone on 08444 159 000 or via post:
As part of our complaints procedure we will:
- Acknowledge your complaint within five working days of receipt
- Under normal circumstances we will investigate and provide a written response within 20 working days of receipt.
- We will keep you updated by your preferred method of contact if more time is required to investigate your complaint
- Provide a final written response, within a maximum of 40 working days of receipt.
- Liaise, at your request, with anyone acting formally on your behalf.
If you are not satisfied with our final response, or if we exceed the response timescales, you may refer the complaint to:
The Property Ombudsman scheme (TPOs)
Tel: 01722 333306
We will co-operate fully with the Ombudsman during an investigation and comply with their final decision.