Complaints Procedure

We are committed to providing the highest level of service to all our clients. However, we recognise that sometimes things can go wrong. If you are unhappy with our service, please follow the procedure below so we can investigate and resolve your concerns as quickly as possible.

Stage 1 — Initial Contact

Please raise your complaint with the property manager or department dealing with your matter in the first instance. Many concerns can be resolved quickly with a phone call or email. If you have already done this and are not satisfied with the response, please move to Stage 2.

Stage 2 — Formal Written Complaint

Submit a formal complaint in writing using the form below or by email. We will:

• Acknowledge receipt of your complaint within 3 working days.
• Carry out a full investigation.
• Provide a written response within 15 working days setting out our findings.
• Where further time is needed, we will keep you informed of progress.

Stage 3 — Escalation

If after our final written response you remain unsatisfied, you may refer your complaint to The Property Ombudsman within 12 months. They will offer an independent review.

Submit a Complaint

Use the form below to submit your complaint. Please provide as much detail as possible so we can respond quickly and accurately.