Stage 1

In the first instance, if you are unable to resolve the issue informally, you should write to the member of staff who dealt with you, or their manager, so that he or she has a chance to put things right. In your letter you should set out the details of your complaint, the consequences for you as a result, and the remedy you are seeking.

You can expect your complaint to be acknowledged within 3 working days of receipt. You should get a response and an explanation within 15 working days. If you are unsure which member of staff to write to, your complaint should be sent to 4a Waterloo St, Clifton, BS8 4BT.

Stage 2

If you are not satisfied with the initial response to the complaint then you can write to Suzy Bradley or Debbie Franklin and ask for your complaint and the response to be reviewed.

We aim to resolve all matters as quickly as possible. However, inevitably some issues will be more complex and therefore may require longer to be fully investigated. Consequently timescales given for handling and responding to complaints are indicative. If a matter requires more detailed investigation, you will receive an interim response describing what is being done to deal with the matter, and when a full reply can be expected and from whom.

Final Stage

If you are not satisfied with the final reply, then you have the following two options of pursuing the matter further:

  1. We belong to the following Property Ombudsman Scheme and you can seek redress by writing to the scheme at 43-55 Milford Street, Salisbury SP1 2BP. Their telephone number is 01722 333306 and their website is
  2. You can seek financial redress by commencing a money claim procedure at Money Claim Online - Welcome

Please note the following:

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 requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.