Complaints
Our complaints procedure
If you are dissatisfied with our service, please tell us in writing first so we have the opportunity to investigate and respond properly.
Step 1 — Send your complaint in writing
Email the details of your complaint, including the property address if relevant, what happened, and what resolution you are seeking.
Step 2 — We review and respond
We will log the complaint, review the information available to us and issue a written response through our internal complaints process.
Step 3 — Escalate if unresolved
If you remain dissatisfied after our final written response, you may be able to escalate the matter to the Property Redress Scheme (PRS) where the complaint falls within the scheme rules.
Redress escalation
We are a member of the Property Redress Scheme (PRS). If your complaint is eligible and remains unresolved after our internal process, PRS may be able to review it independently.
Please include the property address, relevant dates, key communications and the resolution you are seeking so we can investigate more efficiently.