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Complaints Procedure 

​We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards. 

​If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below; if you feel we have not sought to address your complaint within eight weeks, you may be able to refer your complaint to The Property Ombudsman to consider, without our final viewpoint on the matter. 


What will happen next?

​We will send you a letter acknowledging receipt of your complaint within 3 working days of receiving it, enclosing a copy of this procedure; we will then explore your complaint. This will normally be dealt with by the office manager who will review the information provided and investigate with the relevant member of staff. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter. 

​If, at this stage, you are not satisfied with the outcome, you should contact us again and we will arrange for a separate review to take place by a senior member of staff. We will again write to you, within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter. If you remain dissatisfied, you can then contact The Property Ombudsman to request an independent review. 

Sales & Lettings                                                    

The Property Ombudsman Ltd                              
Milford House                                                        
43-45 Milford Street                                              
Wiltshire, SP1 2BP                                                   

01722 333 306                                                                                                   

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. The Property Ombudsman requires that all complaints are addressed through the in-house complaints procedure before being submitted for independent review. 

Residential Sales
01326 319 767

3 Church Street, Falmouth
Cornwall, TR11 3DN

Property Letting & Management
01326 374 850

Swingbridge House, Anchor Quay, Penryn, Cornwall, TR10 8GU


Please note all calls are recorded for training and monitoring purposes.
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