We value the opinions of our customers and always appreciate feedback. We are committed to providing a professional service at all times, so if something does not go as expected, we want to hear about it.

In line with The Property Ombudsman’s Code of Practice, please see our company’s complaint handling procedure outlined below:

Stage 1

Should you have any concerns regarding the service received, please contact customer.relations@propertymade.co.uk with a brief description of your experience. Our team will acknowledge receipt within 3 working days, reach out to gain a greater understanding of the situation, and provide a full response within 15 days. 

Stage 2

Should you remain at all dissatisfied with the handling of your complaint, please refer the matter to directors@propertymade.co.uk. The Director of the relevant team will acknowledge receipt within 3 working days, undertake a further review of the situation, and issue a final viewpoint within 15 days of escalation to Stage 2. 

The Property Ombudsman

Propertymade Residential is a member of The Property Ombudsman (TPO) Scheme. In the unlikely event that you remain dissatisfied having completed our internal complaints handling procedure, you may refer the matter to the TPO. Full details for which can be found on their website www.tpos.co.uk. Alternatively, you can call them on 01722 333 306 or write to them at the following address:

The Property Ombudsman Scheme
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP

Please note that the The Property Ombudsman will usually only consider a complaint that has progressed through a company’s internal complaints handling procedure. 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. If you need any further information about our complaints procedure, please feel free to contact us at customer.relations@propertymade.co.uk and we’ll be happy to assist.

Propertymark

As Propertymark members, we adhere to their standards of professional conduct. If your complaint relates to a conduct issue and you remain dissatisfied following the completion of our internal complaints procedure, you may refer the matter to Propertymark for consideration.

Please note that Propertymark cannot award compensation or redress, but they can investigate potential breaches of their Conduct and Membership Rules.

You can contact Propertymark at:

Tel: 01926 496 791
Email: complaints@propertymark.co.uk
Website: www.propertymark.co.uk/professional-standards/complaints