We want to get things right first time. If we have not, please tell us so that we can put it right.

How to complain

  1. Stage 1 – Contact the manager of the office dealing with your matter, in writing or by email. We will acknowledge within 3 working days and aim to give a full response within 15 working days.
  2. Stage 2 – If you are not satisfied, ask for your complaint to be reviewed by a director. We will respond within 15 working days.
  3. Stage 3 – If you remain dissatisfied, or after eight weeks, you can refer your complaint free of charge to our government-approved redress scheme (The Property Ombudsman or Property Redress Scheme). Our membership is shown in the website footer.

Complaints about data protection can also be raised with the Information Commissioner’s Office (ico.org.uk).

Last updated 7 Nov 2026