Complaints procedure

Last updated 7 October 2026

We want to get things right. If you’re unhappy with any part of our service, please tell us and we’ll take it seriously. Making a complaint is free.

How to complain

Please put your complaint in writing, by email or by post:

You can also call us on +44 7380 808075; we’ll write to you to confirm the details of your complaint. It helps if you include your name and contact details, the property address or reference, what went wrong, and what you’d like us to do to put it right.

What happens next

  • We’ll acknowledge your complaint in writing within 3 working days of receiving it.
  • A director of the company will look into it, reviewing our records and speaking to anyone involved.
  • We’ll send you our final written response within 15 working days of receiving your complaint. If we need longer, we’ll tell you why and when to expect it — and in any case you’ll have our final response within 8 weeks.

If you're still not satisfied

We are members of Property Redress, an independent consumer redress scheme (membership number PRS061184). If you’re unhappy with our final response, or 8 weeks have passed since you complained and it hasn’t been resolved, you can ask Property Redress to review your complaint. Their service is free for consumers. They normally require your complaint to have been through our procedure first, and to be referred to them within 12 months of our final response.

Your information

We use the details you give us only to deal with your complaint, as described in our privacy notice.