Complaints Procedure
If you have a complaint about our service, please follow the procedure below.
- If you are unable to resolve your complaint with the individual involved, please write to the relevant branch or department manager. We will acknowledge your complaint within three working days of receipt and investigate the matters raised.
- We will provide a formal written response within 15 working days.
- If you remain dissatisfied, please write to the Directors at James Anderson, Lambourn House, 17 Sheen Lane, London, SW14 8HY. We will acknowledge your complaint within three working days and provide a written response within 15 working days.
- Following the Directors’ review, we will issue our final viewpoint letter, setting out our findings and any proposed resolution.
If you remain dissatisfied after receiving our final viewpoint letter, you may refer your complaint to The Property Ombudsman (TPO) for an independent review, free of charge. You must do so within 12 months of the date of our final viewpoint letter.
You may also refer your complaint to TPO if eight weeks have passed since you first raised your complaint with us and it remains unresolved, even if you have not received a final viewpoint letter.
The Property Ombudsman
Website: www.tpos.co.uk
Telephone: 01722 333306
