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Complaints Procedure

Last updated: September 2026

We work hard to provide a good, honest and professional service to everyone we deal with. If something has gone wrong, we want to know, so that we can put it right. Most concerns can be sorted out quickly with a phone call or an email – so please do contact us first.

How to make a complaint

If you’d like to make a formal complaint, please write to us, by email or post, giving as much detail as you can (including the property address, if it relates to a particular property):

What happens next

  1. We’ll acknowledge your complaint in writing within 3 working days of receiving it, and let you know what will happen next.
  2. Your complaint will be looked into by our director. As we’re a small, independent business, this may be the person you’ve been dealing with – but it will always be reviewed carefully and fairly.
  3. We’ll send you our full written response within 15 working days of receiving your complaint, explaining our findings and, where appropriate, what we’ll do to put things right. If we need more time (for example, to gather information from others), we’ll tell you why and when you can expect to hear from us.

If you’re still not satisfied

We’re members of The Property Ombudsman (TPO), an independent service that resolves disputes between estate agents and consumers, free of charge to you.

If you’re not happy with our final response, or if we haven’t resolved your complaint within 8 weeks of you first making it, you can refer it to The Property Ombudsman. You need to do this within 12 months of our final response.

  • Website: www.tpos.co.uk
  • Phone: 01722 333306
  • Post: The Property Ombudsman, Unit 159756, PO Box 7169, Poole, BH15 9EL

The Property Ombudsman will usually only consider a complaint once it has been through our own complaints procedure first. Please note that it can only consider complaints about our services; it can’t consider, for example, the other party’s decisions in a sale.