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How we will deal with your complaint

Your complaint will be passed to a member of staff who can best address the problem. If you not satisfied with the outcome we would request your complaint be submitted in writing to the Branch Manager.

  • On receipt of your written complaint we will acknowledge your complaint within 48 hours and endeavour to respond in full within 7 working days. If we are unable to resolve your complain within this timescale we will write to you to explain any delay and inform you of the current position.
  • If we have been unable to resolve your complaint within 2 weeks, we will write to you again with details of the current position.
  • If you are still dis-satisfied with the decision you may refer your complaint to the Managing Director. Your complaint will then be reviewed with any supporting evidence and a final decision issued to you within 10 working days.
  • When we have completed our investigations, we will issue a final response, setting out the action we are taking.
  • If you are still dis-satisfied with the decision you may submit a written complaint to the Property ombudsman, the details of whom are listed below:

The Property Ombudsman
Milford House
43-55 Milford Street

Tel: 01722 333 306
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

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