Formal Complaints Procedure

We are keen to know when something does go wrong at the earliest opportunity so that we can work together and commit to resolving the issue professionally and efficiently. This enables us to continue to provide the highest level of service.

Initially we will try to resolve concerns without further escalation, however our formal complaints procedure is outlined below and provides detail on how to express any further disputes you may have.

Number Twenty Four are registered with The Property Ombudsman (TPOS) meaning we must adhere to all trading standards. The Property Ombudsman requires that all complaints are addressed through our in-house procedure in the first instance before being raised to them.

Stage 1

Please submit your complaint headed ‘Formal Complaint’ in writing to either; Georgia Radford or Daniel Pinckney. We must acknowledge receipt of your complaint within 3 working days.

[email protected]
[email protected]

Number Twenty Four will investigate your complaint fully and write to you within 15 working days with our findings.

Stage 2

If you feel the matter remains unresolved you should write to Abigail Radford outlining as to why you are unhappy with the response we have provided.

[email protected]

Abigail will conduct a separate comprehensive review of your complaint and give a final viewpoint in writing within 15 working days.

Stage 3

If you remain dissatisfied or 8 weeks have elapsed since the complaint was first made, you can then contact The Property Ombudsman (without charge) 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.