We are committed to providing a high quality service to all our clients & customers. Our aim is to achieve the highest level of customer satisfaction possible. In the unlikely event that you are dissatisfied with any aspect of our service please let us know and we will endeavor to resolve the issue as quickly as possible.

Let us know if you are unhappy about:

  • A decision we have made
  • Any aspect of our work
  • A member of our staff providing incorrect information or treated you unprofessionally.

Dealing with your complaint immediately

Our aim is to resolve complaints on the spot, so please make your complaint directly to the branch concerned & our Branch Manager will make the best efforts to resolve the matter for you. Where your complaint concerns a member of our staff, please follow the next step to make a formal complaint to Samantha Hensher, our Financial Director.

Formal complaints

If you are not happy with the Branch Managers response to your complaint or you wish to make a formal complaint immediately please send your complaint to us, in writing marked for the attention of Samantha Hensher – Director or email to as soon as possible.


Notwithstanding, that we may be able to resolve your complaint very quickly, we will always provide a written acknowledgement of your complaint, within three days of receipt.


We will deal with your complaint confidentially and quickly, any correspondence to us will be stored in accordance with data protection. In all cases your complaint will not be considered or investigated by anyone directly involved. We will attempt to provide a formal response within fifteen days. If this is not possible, for any reason we will advise of the reasons and agree a deadline with you for our response.


Our response will be in writing for you to consider. Should there be good reason for you not accepting our response please let us know the reasons and the matter will be looked at again. We will then provide you with a final response.

TPO – The Property Ombudsman

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 take the matter up with The Property Ombudsman without charge:

The Property Ombudsman:

Consumer Enquiries Tel: 01722 333 306 Fax: 01722 332 296

Membership Enquiries Tel: 01722 335 458 Email: Website: