Feedback & complaints
If something falls short, tell us — we'll put it right
We hold ourselves to a high standard on every sale, and we treat every complaint seriously — it's handled by a named person, on a written timetable, and you'll never be left wondering where things stand.
Free, no-obligation offer Solicitors & paperwork covered Free house clearance Completion in as little as 7 days
As members of The Property Ombudsman, we follow the TPO Code of Practice for Residential Property Buying Companies — including how complaints are handled. If you need us to adjust how we communicate or how the process runs — because of a disability, your age, language, a bereavement, or anything else — tell us and we'll make reasonable adjustments at any stage.
Our complaints procedure
Three stages, each on a written timetable
We acknowledge it
Within 3 working days
Email us with what's happened and how you'd like it resolved. We'll acknowledge the complaint in writing and confirm who is dealing with it.
We investigate and respond
Within 15 working days
A senior member of the business who wasn't involved in the matter investigates and sends you a full written response.
Our final viewpoint
Within a further 15 working days
If you're not satisfied with the response, tell us — a separate review follows, and you'll receive our final viewpoint letter. The whole process takes no more than 8 weeks. If a case is unusually complex, we'll agree an extended timeframe with you in writing.
Start here
Put the complaint in writing, with the property address and what you'd like us to do — and we'll take it from there.
If your complaint remains unresolved after 8 weeks, or you are dissatisfied with our final viewpoint, you can refer the matter to The Property Ombudsman for an independent review, free of charge. Referrals must be made within 12 months of the date of our final viewpoint letter. The Property Ombudsman, Milford House, 43–55 Milford Street, Salisbury SP1 2BP. Telephone 01722 333306. Email admin@tpos.co.uk. Website www.tpos.co.uk.