We take customer satisfaction seriously and that's why it's important for us to know when things go wrong. Advising us gives us the opportunity to fix things for you and make improvements to we can avoid another customer feeling this way. We would therefore ask that you follow our step by step complaints procedure.

1. Contact us - We want to ensure we sort things out for you as soon as we can, the easiest and quickest way is by talking with you so please call us on 01225 683182. Alternatively you can e-mail us sales@strattonsandpartners.com

2. Record - Upon receipt we will acknowledge your complaint within 3 business working days. We will then get in touch to discuss your complaint and seek a resolution.

3. Our Response - Upon receipt we will fully investigation and aim to come back to you with a full response as quickly as we can but we allow 15 working days to do so.

4. Outcome - Should you disagree with our final letter and would like to take it further we are members of the The Property Ombudsman (www.tpos.co.uk).

This is a free, independent and impartial service that helps resolve disputes. Although you can refer your complaint to The Property Ombudman at any time, they will require confirmation that you have exhausted our complaints procedure and have received a final response letter from us. The TPO email is admin@tpos.co.uk. For a complaint to be considered by Ombudsmen it must be referred within 12 months.