We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

We will where appropriate, make reasonable adjustments for consumers who might be disadvantaged because of factors such as their age, infirmity, disability, lack of knowledge, lack of linguistic or numeracy ability, economic circumstances, bereavement or do not speak English as a first language.

Please see below the complaint’s procedures for both Residential Sales and New Homes. Customers may be given a copy of these in-house procedures.

The initial point of contact for all residential sales complaints is Helen Cole who can be contacted at the branch. The complainant should be provided with their full name, address and contact details.

Even if initially made orally, all complainants should be asked, if at all possible, to submit their complaint in writing, including as much detail as possible.

We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).

What happens next?

1. Helen Cole will send you a written acknowledgement of the receipt of your complaint within 3 working days of receiving it, enclosing a copy of this procedure.

2. We will then investigate your complaint. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of receipt of the original complaint.

3. If the complainant remains dissatisfied, you should contact us again and we will arrange for our senior member of staff, Jamie Smart (Director), to conduct a speedy, separate, and detached review of the complaint.

4. We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.

5. If you are still not satisfied with our final viewpoint (or more than 8 weeks have elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.

The Property Ombudsman (TPO), Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP. Tel: 01722 333306. www.tpos.co.uk. Make a complaint through The Property Ombudsman (TPO).

Please note the following:

You will need to submit your complaint to The Property Ombudsman within 12 months from the date of our final viewpoint, including any evidence to support your case.

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

The initial point of contact for all New Homes complaints is Dawn Froud who can be contacted at their Union Road branch. The complainant should be provided with their full name, address and contact details.

Even if initially made orally, all complainants should be asked, if at all possible, to submit their complaint in writing, including as much detail as possible.

We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).

What happens next?

1. Dawn Froud will send you a written acknowledgement of the receipt of your complaint within 3 working days of receiving it, enclosing a copy of this procedure.

2. We will then investigate your complaint. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of receipt of the original complaint.

3. If the complainant remains dissatisfied, you should contact us again and we will arrange for our senior member of staff, Julia Evans (Director), to conduct a speedy, separate and detached review of the complaint.

4. We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.

5. If you are still not satisfied with our final viewpoint (or more than 8 weeks have elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.

The Property Ombudsman (TPO), Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP. Tel: 01722 333306. www.tpos.co.uk. Make a complaint through The Property Ombudsman (TPO).

Please note the following:

You will need to submit your complaint to The Property Ombudsman within 12 months from the date of our final viewpoint, including any evidence to support your case.

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