Complaints

Complaints Procedure

At Address 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

If you have a complaint, please put it in writing, with the title ‘Formal Complaint’ and
including as much detail as possible.  Please send your complaint to
This email address is being protected from spambots. You need JavaScript enabled to view it..

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 will happen next?

• We will send you written acknowledgment of the receipt of your complaint
  within three working days of receiving it, enclosing a copy of this procedure.
•  We will then investigate your complaint. A formal written outcome of our
  investigation will be sent to you within 15 working days of receipt of the
  original complaint.
•  If, at this stage, you are still not satisfied, you should contact us again and we
  will arrange for a separate review to take place by a senior member of staff.
•  We will write to you within 15 working days of receiving your request for a
  review, confirming our final viewpoint on the matter.
• If you are still not satisfied with our final viewpoint (or more than 8 weeks has
  elapsed since the complaint was first made) you can request an independent
  review from The Property Ombudsman without charge. The Property
  Ombudsman, Milford House, 43-55 Milford Street, Salisbury, Wiltshire SP1
  2BP. Tel: 01722 333 306 Email: This email address is being protected from spambots. You need JavaScript enabled to view it. Web: tpos.co.uk

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 complaints procedure, before being submitted for an independent review.