COMPLAINTS PROCEDURE
We aim to provide exceptional service, but if you have any concerns or complaints about our services, we encourage you to follow the procedure outlined below:
Stage 1: Initial Complaint Submission
If you have a complaint, please submit it in writing via email to:
Email: london@[email protected]
In order for us to fully understand the matter, please explain the issue as detailed as possible.
Stage 2: Internal Review Process
Your submitted complaint will be acknowledged within 3 working days. Then the internal review process begins. A senior manager or director will review your case and aim to provide a resolution within 15 working days.
Stage 3: Escalation to The Property Ombudsman (TPO)
If you are not satisfied with our response, you can escalate your complaint to The Property Ombudsman (TPO) for an independent review. However, before referring a complaint to The Property Ombudsman for independent review, it must first be addressed through our internal Complaints Procedure.
Website: www.tpos.co.uk
Address: The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury, Wiltshire SP1 2BP
You must submit your complaint to The Property Ombudsman within 12 months of receiving our final response.
For more information on the Ombudsman’s process and Code of Practice, please visit their website.
