Complaints Procedure

How to report a complaint with our estate agency or lettings service

Customer service is our number one priority, but we know that things can still go wrong. When that happens, we want to put it right as soon as possible. 

Your feedback helps us understand what’s gone wrong and how we can fix it.

If you have a complaint about your adviser or any aspect of the service you received, please contact us as soon as possible.

Your first step should always be to talk to your representative or a Team Manager. Your satisfaction is their top priority — and they’re trained on how to support you through any situation. There’s no issue too small — a complaint, a question, a niggle — so don’t hold back. Reach out to them at any time.


Stage 1 - Customer Experience Agent - If your Representative isn’t able to resolve your complaint or if you’re not satisfied with their response, please let us know by putting your complaint in writing, via our web form so that we can start a full investigation. Once we receive your complaint, we will acknowledge it within 3 working days and provide a written response within 15 working days.

Stage 2 - Senior Customer Experience Agent - If you are not happy with the Stage 1 response, you have one month from receipt to escalate this to the next stage. Details of how to do this are provided within the written response. We’ll be sure to acknowledge your complaint within three working days — and you’ll be provided with a final written response within 15 working days.

Stage 3 - The Property Ombudsman Service - If you are still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.



Milford House

43 - 55 Milford Street

Salisbury, Wiltshire




01722 333306



We’ll give you all of the information on how to do this with our Stage Two response, but you can always visit their site for more information. 

If you do wish to contact The Property Ombudsman Service, you must do it within 12 months of our Stage Two response. The Ombudsman Service will only consider your complaint after you’ve gone through our complaints procedure, so please always start by contacting us directly. We’ll try to get the problem sorted as soon as possible.