We are committed to providing a professional service to all our clients and customers.

When something goes wrong, we need you to tell us about it.  This will help us to improve our standards.

If you have a complaint, please put it in writing, including as much detail as possible to:


David Vaughan
117-118 Western Road


Andrew Gunner
117-118 Western Road

We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).


What will happen next?

  • We will send you a letter/email acknowledging receipt of your complaint.


  • We will then investigate your complaint. This will normally be dealt with by the office manager or department manager, who will review your file and speak to the member of staff who dealt with you.  A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement of your complaint.


  • If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff, or a director where appropriate.


  • We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.


If you remain dissatisfied, you can then contact The Property Ombudsman to request an independent review.


Please note

You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.

The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.

Our Certification

Click the links below to see our certification

Client Money Protection Certificate

Client Money Protection Security Certificate