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​​​​​​We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

If you have a complaint, please put it in writing, including as much detail as possible, to:

Branch Support
Cowdel Clarke
98 London Road
Stockton Heath

We will then respond in line with the timeframes set out below. If you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final response on the matter.

What will happen next?
  • We will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.
  • We will then investigate your complaint. This will normally be dealt with by Sarah Howard who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of sending the ackowledgement letter.
  • If, at this stage, you are still not satisfied, you should write to Andrew Clarke who will arrange for a separate review. 
  • We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
If you remain dissatisfied, you can then contact The Property Ombudsman to request an independent review:

The Property Ombudsman
Milford House
43-55 Milford Street
01722 333 306

Please note:

You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case. 

The Property Ombudsman requries that all complaints are addressed through this in-house complaints procedure before being submitted for an independent review.


Get in touch

Call us on 01925 600200 or send us a message...