We have a standard procedure for handling complaints which is as follows:
1. Making a complaint
2. If you remain dissatisfied
3. Independent redress
In the unlikely event that you are still dissatisfied then you may refer the matter to the Property Ombudsman at the following address:
The Property Ombudsman
43-55 Milford Street
Please be aware that you have up to 12 months from the date of the final viewpoint letter to refer your complaint to the Ombudsman in writing.
4. What next?
You will receive written confirmation from the Property Ombudsman that your complaint form has been received. They will write to the branch, enclosing a copy of your complaints form, and request their file and a statement describing their version of events.
The complaint will be reviewed by the Property Ombudsman’s office together with the response from the branch and a recommendation will be made to the Ombudsman who will then make a final decision which is binding upon the branch in question.
If you are still not satisfied after the last stage of the in-house complaint procedure (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.
For Scottish Offices please contact the office directly to request a copy of their individual complaints procedure.