Complaints Procedure

We manage every property transaction with meticulous operational oversight and an unwavering commitment to transaction security.

We recognise, however, that moving home is a highly complex process, and occasionally, you may feel our service has not met the rigorous standards we set.

To ensure absolute commercial transparency, we operate a strict, evidence-based complaints procedure designed to resolve any issues calmly, fairly, and completely objectively.

Should you feel the need to raise a formal complaint, please adhere to the following steps:

1. Submitting Your Complaint
To ensure your concerns are investigated with the necessary precision, we require all complaints to be submitted in writing.
Please detail the exact nature of your grievance, providing any relevant objective evidence or correspondence, and address it directly to our senior management team via email or post to our registered office.

2. Acknowledgment Upon receipt of your written complaint, we will formally acknowledge it within three working days.
At this stage, your file will be assigned to a senior strategist who was not directly involved in the initial transaction, ensuring the subsequent review remains strictly independent and objective.

3. Formal Investigation and Final Viewpoint
We will conduct a rigorous investigation into your concerns, reviewing the operational timeline and any related documentation. Within fifteen working days of receiving your initial complaint, we will provide you with a formal written outcome. This document will outline our definitive findings and present our ‘Final Viewpoint’ on the matter, along with any proposed actions to resolve the issue securely.

4. The Property Ombudsman (TPO)
If you remain dissatisfied with our Final Viewpoint, or if eight weeks have passed since your initial complaint without a resolution, you are entitled to refer the matter to our independent redress scheme, The Property Ombudsman (TPO).

Please note that you must submit your complaint to The Property Ombudsman within twelve months of receiving our Final Viewpoint letter, and they will require evidence that you have exhausted our internal procedure first.

The Property Ombudsman Contact Details:
The Property Ombudsman Milford House,
43-55 Milford Street,
Salisbury,
Wiltshire
SP1 2BP
Telephone: 01722 333306
Email: admin@tpos.co.uk
Website: www.tpos.co.uk