Complaints Procedure

Our Complaints Process:

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Step 1 

First, please talk to us and let us know what the problem is. The chances are we can sort the problem out quickly by the branch staff, so please contact them first.

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Step 2 

If our branch staff cannot resolve things straight away, they’ll pass your complaint to the Branch Manager. You’ll receive formal confirmation of receipt of your complaint within three working days. We will then write to you again within fourteen working days to provide you with a formal written outcome of our investigation or, write to you to let you know how things are progressing.

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Step 3 

If you remain dissatisfied, you can further pursue your complaint. At this point, we’ll pass your case to a Company Director. This should provide the opportunity for a quick, separate, and detached review of your claim. We’ll complete a review of your complaint, and send you a response within 14 working days.

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Step 4 

If we still cannot reach an agreement with you to settle your complaint, we will send you a ‘final response’. If you are not satisfied with our final response, you can then refer your complaint to the property redress scheme. Please note that you have six months from the date of our final response to refer your case to the property redress scheme.