Complaints Procedure


It is always our objective to maintain the highest of standards of both service and compliance and we are bound by the Property Ombudsman’s Code of Practice.

1: Making a complaint

We strive to ensure that nobody has the need to complain but accept that sometimes things can go wrong and apologise if you consider that we have let you down. In the first instance we ask that you raise your complaint with the member of staff concerned and ask that it be discussed with their manager if appropriate.

2: If you remain dissatisfied

If you do not feel this has helped our standard procedure for handling your complaint is as follows:

Our designated complaints officer is Helen Rogers who is a Director and co-owner of the business.

Complaints should be addressed to Helen by email: or by post to 252 Chessington Road, West Ewell, Surrey KT19 9XF.

To ensure that we understand your complaint properly please provide details events and concerns in full and let us know what actions you consider we can take to redress the issue for you.

Your complaint will be acknowledged within 3 working days. We will then conduct a full and thorough review and a written response will be sent within 15 working days of receiving the compliant giving our final viewpoint.

3: Independent redress

In the event that you are still dissatisfied you may then refer the matter to the Property Ombudsman who provide free, fair, and impartial redress and can be contacted at the following address:

The Property Ombudsman
Milford House
43-55 Milford Street