Complaints Procedure

IN-HOUSE COMPLAINTS PROCEDURE

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. We have eight weeks to consider your complaint.  If we have not resolved it within this time you may refer your complaint to The Property Ombudsman.

What will happen next?

  • We will send you a letter acknowledging receipt of you complaint within three working days of receiving it, enclosing a copy of this procedure.

 

  • We will then investigate your complaint. This will normally be dealt with by the office 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 letter.

 

  • 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.

 

  • 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:

The Property Ombudsman Ltd

Milford House

43-45 Milford Street

Salisbury

Wiltshire

SP1 2BP

01722 333 306

www.tpos.co.uk

Please note the following:

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.

 

 


  • Terry M
    Terry M

    5 out of 5 stars

    posted 2 weeks ago

    I've rented through Stuart's for 5 1/2 years and Colin and the team have always been friendly and helpful. Any maintenance required was dealt with quickly and efficiently and I was always kept informed if anyone needed access when I was away from the flat.

    I have recently left the flat which has been my home for the past 5 1/2 years and the leaving process was hassle free and simple and my deposit returned without delay.

    Thanks to everyone at Stuarts for making my rental a pleasant and enjoyable one.

    Katie Davies
    Katie Davies

    5 out of 5 stars

    posted 2 weeks ago

    Stuarts property services are an excellent company. Their customer service delivery is exceptional. All of the staff are friendly and professional and are clearly passionate in what they do. I cannot rate this organisation highly enough!!

    Alice Brooks
    Alice Brooks

    5 out of 5 stars

    posted 1 week ago

    Just moved into a property let by Stuarts and they have been so helpful. Excellent service and Clare was willing to go the extra mile to make our move easier.