Residential Lettings & Property Management - Making a Complaint

Stage One – Senior Lettings Manager

We ask that all complaints are first raised and directed to the Senior Lettings Manager. The Manager will strive to resolve your complaint as soon as possible, acknowledging within three working days of receipt and ensuring an investigation will be undertaken. A formal response will then be issued within fifteen working days.



Stage Two – Head of Property Management

Should your complaint remain unresolved, you may refer it to the Head of Property Management. We request that you send a written summary of your complaint to the Head of Property Management, within one month of receiving the Senior Lettings Manager response.


They will acknowledge your complaint within three working days of receipt and provide you with a written response within fifteen working days.



Stage Three- Company Final View Point – Managing Director

If you remain dissatisfied and wish to further escalate your complaint, you may write to the Managing Director within one month of a response from the Head of Property Management.


Your letter will be acknowledged within three working days of receipt and a full review of your complaint will be undertaken, including how it has been handled to date, which may include further investigations into the background of your concerns. Following the Managing Directors investigation, a formal written outcome and statement will be sent to you within fifteen working days and contain the final view of the company. This will include any offer made in a written response to you, to confirm our ‘final viewpoint’ on the matter.


Allen Martin MARLA

Managing Director

52 Meneage Street

Helston, Cornwall. TR13 8QY.



Stage Four – The Property Ombudsman

After you receive a response form the Managing Director, you may approach the Ombudsman (TPOS) if you are not satisfied with the response given. You will be directed to the TPOS in our final viewpoint in which you can contact them via their website at, alternatively you can contact TPOS in writing at the below address:


The Property Ombudsman

Milford House

43-55 Milford Street




Telephone no. 01722333306

Email address.


Please note that if you do wish to contact The Property Ombudsman Service (TPOS), it is important you do so within twelve months of the date of the final viewpoint letter. It is also important to note that The Property Ombudsman Service (TPOS) will not consider your complaint until our internal complaint’s procedure has been exhausted.


You will receive written confirmation from the Property Ombudsman that your complaint form has been received. They will write to the branch, enclosing a copy of your complaints form, and request their file and a statement describing their version of events.


The matter will be referred to a case officer who will review the complaint together with the response from the branch and make a recommendation to the Ombudsman who will make a final decision which is binding upon the branch in question.

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