Complaints Procedure.

You may find below our guidance for making a complaint in relation to:


  • Sourcing Agency


This would be if you are buying or selling a property though us.


Our Customer Complaints Procedure:

We are a member of The Property Redress Scheme aim to provide the highest standard of service to all our customers. In order to ensure that your interests are safeguarded, we have put into place a set process by which any raised complaints are handled; this allows us to handle any issues or concerns effectively and wherever possible, as soon as they are raised.

You may find below our guidance for making a complaint in relation to:

  • Sourcing Agency


Sourcing Agency - making a complaint


Stage One -Manager

All complaints should, in the first instance, be directed to the manager you have been dealing with. They will endeavor to resolve your complaint as soon as possible, otherwise no later than five working days from when they received notification of the issue. We will try to resolve your complaint as best we can. However, if you are dissatisfied with our response you may contact the Ombudsman Service.

 Stage Two - The Property Redress Scheme

After you have received our final viewpoint letter, if you are not satisfied with the proposed resolution, you may approach The Property Redress Scheme (PRS). Details of how to do this are contained within the final viewpoint letter alongside a link to The Property Redress Scheme (PRS) consumer guide at

Please note that if you do wish to contact The Property Redress Scheme (PRS), you must do so within 12 months of the date of the final viewpoint letter. It is also important to note that The Property Redress Scheme (PRS) will not consider your complaint until our internal complaints procedure has been exhausted.

Read our Privacy Policy and Terms and Conditions here -correspondence address International House, 10 Churchill Way, Cardiff, United Kingdom, CF10 2HE