As a small privately owned service-oriented Company we hope you will not have occasion to be dissatisfied with our service but should you for any reason have any grievance or complaint we set out below the procedure which we will follow in dealing with you. This will help us to improve our standards.

We will where appropriate, make reasonable adjustments for consumers who might be disadvantaged because of factors such as their age, infirmity, disability, lack of knowledge, lack of linguistic or numeracy ability, economic circumstances, bereavement or do not speak English as a first language.

Being regulated by The Property Ombudsman Service (TPOS) we have in place a Complaints Handling Procedure (CHP) which meets their regulatory requirements. Our CHP has two stages. Stage one of the CHP gives our firm the opportunity to review and consider your complaint in full. Our company will try to resolve your complaint to your satisfaction. If you are not happy with our response, you will have the opportunity to take your complaint to stage two. Stage two gives you, the Client or tenant, the opportunity to have your complaint reviewed and considered by an independent redress provider which in the case of our company is The Property Ombudsman Service of which we are a member in respect of both sales and lettings.

Stage One

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 complaints 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 written acknowledgment of the receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.
  • We will then investigate your complaint. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of receipt of the original complaint.
  • If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.
  • We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
  • If you are still not satisfied with our final viewpoint (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.

If you have spoken to us about your complaint, please put the details of that complaint in writing. We ask you to put your complaint in writing to make sure that we have a full understanding of the reasons for your complaint. Please send the written complaint to:

In respect of sales this will be Adam Marshall 385 Stratford Road, Shirley, Solihull B90 3BW Tel: 0121 744 2801 email:


In respect of lettings this will be Emily Hiley MARLA 387 Stratford Road, Shirley, Solihull B90 3BW Tel: 0121 733 7334 email:

Stage Two

If we are unable to agree on how to resolve your complaint then you have the opportunity to take your complaint to an independent redress provider. We have chosen to use the following redress providers:

For Consumer Clients – Both Sales and Lettings

The Property Ombudsman
Milford House
43-55 Milford Street
Tel: 01722-333306

Please note the following:

You will need to submit your complaint to The Property Ombudsman within 12 months from the date of our final viewpoint, including any evidence to support your case.

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

B90 3BW
Tel: 0121 744 2801

Also at Solihull, Sheldon and Wythall