Complaints Procedure

The Property Partnership (London) Ltd t/a the Property Partnership is a member of The Property Ombudsman (TPO), and take our associated responsibilities and duty of care extremely seriously. If however you feel our service or actions have not met with our mutual expectations, then this document sets out our Complaints Procedure. The purpose of this Complaints Procedure is to deal efficiently and effectively with your grievance, and in doing so to properly investigate and understand the source of that concern.

Dealing with your complaint

We aim to provide the highest levels of service. However, despite these best intentions, in business not everything goes according to plan. Things can go wrong, and where that happens we are committed to resolving matters promptly and fairly. For ease of reference we have detailed our complaints process below:

Step 1

Please email Rufus Williams (Director) with details of your complaint, setting out the reasons for your grievance(s) together with dates, names of any staff members you dealt with and enclosing/attaching any supporting evidence.

Step 2

Rufus will acknowledge your complaint within 3 working days of receipt.

Step 3

Rufus will review your complaint and provide you with a formal written outcome of his investigation within 15 working days of receiving the complaint.

Step 4

Should you not be satisfied with Rufus’s response, you may respond accordingly and we will revert (within the same timescales set out above) with a ‘Final View’.

Step 5

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.

Milford House, 43-55 Milford St, Salisbury SP1 2BP

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