Complaints Procedure

We aim to provide a clear, fair and professional service.

How to complain

Send your name, contact details, a clear description of the issue, relevant dates and the outcome you are seeking using our Contact page. Mark the message “Complaint”.

What happens next

We will acknowledge your complaint, investigate it fairly and provide a written response. Before launch, add the response times, internal escalation route and details of the approved property redress scheme to which the business belongs.

External escalation

If the complaint is not resolved, you may be able to refer it to the business’s approved redress scheme after completing the internal process. This page must be updated with the scheme name, membership number and referral details before public launch.