Complaints Procedure

Our aim is to provide a first class service and to do everything we can to ensure you are satisfied. If you feel that we have fallen short of this standard and you would like to raise your concerns, we ask that you inform us in writing to allow us to investigate further.

In order to resolve your complaint, we would ask that you include the following information and evidence,

if applicable:

  • An outline of your complaint explaining why you feel that we have fallen short of our first class service
  • What you would like us to do to resolve it
  • Any specific details that you feel would assist us with resolving your complaint. Including, but not limited to:
  • Names of Advisors you have spoken to in connection with the complaint
  • The Branch Name in connection with the complaint
  • Time(s) and Date(s) of the incident(s)
  • Telephone numbers and/or Addresses you have used to contact us
  • Any written correspondence in connection with your complaint
  • Any other document in support of your complaint

On receipt of a complaint, we will investigate the issue(s) you have raised on your complaint fully and respond to you accordingly

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