Complaints Procedure

We want all our customers to be happy with our service. But we know we might not get everything right, every time.

If you’re not happy and want to make a complaint, we have a full complaints procedure in place. We investigate all complaints in detail and impartially, and will do everything we can to get your issue sorted.

We’re also a member of The Property Redress Scheme (TPRS) and follow their Code of Practice.

If you make a complaint, you’ll get a written response from us within 3 working days. This will either be a full response, or we’ll let you know that we’re looking into it and will come back to you within 15 working days.

If you’re still not happy with our response, we have a second stage to our complaints process – and you can ask for your complaint and our response to be reviewed again, by a separate, independent Director.

The majority of issues will be resolved by this point, however, if you still have concerns after this second stage, you would then be free to contact The Property Redress Scheme.

You can contact our Managing Director directly at