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Customer Complaints Procedure

As a small independent business we pride ourselves on have first hand relationship with customers. We have many customers for many years and are aim is to provide a high quality service to all.

We recognise however, that sometimes things go wrong – if there is something you are not happy about, tell us straight away, so we can put this right.

Making a complaint

Firstly, please get in touch with the Director Julie Wood by email at

Our Response

Please note that we have 3 working days to acknowledge your complaint. After a thorough investigation, we aim to respond formally in writing within 15 days.

The same timescales for response will apply for appeals made to the Customer Service Manager, starting from the date the appeal is received.

If you remain dissatisfied

If you are still not satisfied after a review by our Customer Service Manager (or more than 8 weeks have elapsed since the complaint was made) you can request an independent review from The Property Redress Scheme for free. You need to submit your complaint within 12 months of receiving our final viewpoint letter, including any evidence to support your case.

The PROPERTY Redress Scheme,
Premier House, 1st Floor, Elsetree Way, Borehamwood, WD6 1JH

Telephone: 0333 321 9418

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