Complaints procedure
We’re committed to giving every client and customer a professional service. If something goes wrong, please tell us so we can put it right and improve.
How to make a complaint
Please put your complaint in writing, with as much detail as possible, to the office that handled your sale, purchase or tenancy:
Bournemouth office
Athertons, 508 Wimborne Road, Bournemouth, BH9 2EX
What happens next
Acknowledgement
Within 3 working days
We’ll write to you to confirm we’ve received your complaint, with a copy of this procedure.
Investigation
Within 15 working days
The office manager will review your file and speak to the member of staff who dealt with you. We’ll then send you our formal written response.
Review
If you’re still not satisfied
Tell us and we’ll arrange for a separate review by a senior member of staff.
Final response
Within 15 working days
We’ll write to you after receiving your request for a review, confirming our final viewpoint.
If you’re still unhappy
If you remain dissatisfied, you can ask The Property Ombudsman for an independent review. You can also refer your complaint to the Ombudsman if we haven’t resolved it within eight weeks.
Please note that you’ll 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 Ombudsman requires complaints to go through our in-house procedure first.
The Property Ombudsman
Value my home
What’s your home worth?
Book a free, no-obligation valuation with a local expert who knows your area. You’ll get an honest figure based on real local sales and lettings, plus practical advice on getting the best result.
- Free and no obligation
- A local expert who knows your street
- Rated 4.9★ on Google