Complaints Procedure

Professional, transparent and founder-led resolution at every stage.

Proptrest Homes Ltd is committed to delivering a precise, transparent and premium service for every client. If something goes wrong, we want to know. Your feedback allows us to put things right quickly and continually improve our standards.

This procedure explains how to make a complaint, what we will do, our timeframes, and your right to escalate matters to The Property Ombudsman.

1. How to Make a Complaint

You can raise a complaint in any of the following ways:

To help us investigate quickly, please include:

  • Your name, address and preferred contact details
  • The property address or transaction reference
  • A clear description of what has gone wrong and how it has affected you
  • Any supporting documents, screenshots or timelines
  • A convenient time for us to contact you

2. Stage One — Initial Review

Once we receive your complaint:

  • We acknowledge it within 3 working days.
  • We review your file and contact you to clarify details if needed.
  • We aim to provide a full written response within 15 working days, outlining:
    • What we investigated
    • Our findings
    • Any corrective action

3. Stage Two — Further Review

If you remain dissatisfied after receiving our Stage One response, you may request a further review. During this review, we will:

  • Reassess the full case file
  • Consider any new information
  • Provide a Final Viewpoint Letter within a further 15 working days

4. Stage Three — Escalation to The Property Ombudsman (TPO)

If you still disagree with our Final Viewpoint Letter, you may escalate your complaint to:

The Property Ombudsman (TPO)

Milford House, 43–55 Milford Street, Salisbury, SP1 2BP

Web: www.tpos.co.uk

Email: admin@tpos.co.uk

Phone: 01722 333 306

TPO provides a free, impartial and independent dispute resolution service for consumers. You must refer your complaint within 12 months of receiving our Final Viewpoint Letter. This requirement is consistent with TPO's published guidance.

5. Our Commitment to You

Proptrest Homes Ltd will always:

  • Treat your complaint seriously and professionally
  • Investigate thoroughly and impartially
  • Communicate clearly and promptly
  • Provide evidence-based decisions
  • Offer fair remedies where appropriate
  • Learn from every complaint to improve our service

6. Record Keeping and Compliance

We maintain a secure record of all complaints, investigations and outcomes. These records support:

  • Continuous service improvement
  • Compliance with The Property Ombudsman Code of Practice
  • Transparency and accountability across all Proptrest Homes Ltd operations