In-House Complaints Procedure

We are committed to providing a professional service to all our clients and customers. If things go wrong we need you to tell us about them. This will help us to improve our service going forward and resolve issues as soon as possible.

If you have a complaint, please put this in writing (letter or email) to us. We will then acknowledge and respond in line with the timescales and stages set out below. 


Stage 1 - Your Complaint 

Please put your complaint in writing either by letter or email and address it to Toby Whittome and Guy Kelsey. Please include as much detail as possible, including dates, names of any members of staff you dealt with, and where you are able to enclosing/attaching any supporting evidence. 
Toby Whittome or Guy Kelsey 
66 High Street 
RH16 2HL 

Stage 2 - Our Acknowledgement 

Your complaint will be acknowledged and we will start our in house complaints process.

Within 3 working days of receiving your complaint

Stage 3 - Our Investigation 

Your complaint will be investigated and Toby Whittome and Guy Kelsey will provide a formal written response addressing your specific complaints and proposing resolutions where 

Within 15 working days of receiving your complaint

Stage 4 - Final Viewpoint 

If you remain dissatisfied, you should contact us again and we will conduct a separate review to take place by]. 
This will outline our final viewpoint on the matter. 

Within 15 working days of 
receiving your request for a 
further review 

Stage 5 - The Property Ombudsman

If our final viewpoint letter does not resolve matters (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 
SPl 2BP 01722 333306

You must refer your complaint to the Ombudsman within 12 months of receiving our final viewpoint letter 

If we have not addressed your complaints within eight weeks, you can refer your complaint to the Ombudsman. 

No charge wilI be made for any complaint we handle.