If you have a complaint, please put this in writing by filling out the form below or by letter / email. We will then acknowledge and respond in line with the timescales set out below. The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.
Please address your written complaint to Andrew Dewar, Joint Senior Partner. Please include as much detail as possible, including dates, names of any members of staff you dealt with and where you are able to enclose/attach any supporting evidence.
Your complaint will be acknowledged and we will start our in-house complaints process | Timescale: Within 3 working days of your complaint.
Your complaint will be investigated and we will provide a formal written response addressing your specific complaints and proposing resolutions where appropriate | Timescale: Within 15 working days of your complaint.
The Property Ombudsman:
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 can request an independent review from The Property Ombudsman without charge | Timescale: You must refer your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter.