1. Please raise your complaint with the property manager or sales advisor that is handling your case.

2. If the sales advisor cannot resolve the issue for you then please put your complaint in writing addressed to the Lettings Manager for that particular branch.

3. We will aknowledge to your complaint in writing within 5 working days. We will also start a full investigation.

4. In line with the ARLA guidelines a full written outcome will be sent to you within 15 working days.

5. If you are not satisfied with the full written outcome response from the Branch Manager you can write to the Area Manager. They will then respond to you with a statement of the final view of the matter within 15 working days of receipt.

6. If you are still not satisfied with the outcome, you can raise your complaint with the ARLA (Association for Residential Letting Agents) they can be contacted as below:

The Association of Residential Letting Agents
Maple House
53-55 Woodside Road
Amersham
Bucks
HP6 6AA

Alternatively you can write to the Ombudsman for Estate Agents http://www.oea.co.uk. The Ombudsman will request that you have exhausted the internal complaints procedure before contacting them.

7. When you have raised a complaint with ARLA / Ombudsman they will write to us as agents requesting our Property File and our version of the events. A case officer will then undertake a formal review of your complaint largely based on the documents from both sides