Please send your complaint to us in writing by email or post, including as much detail as possible. To help us investigate, please include: your full name and contact details, the property address or transaction details, the name of the staff member or branch involved, a clear description of your complaint, what outcome you are seeking, copies of any relevant documents or correspondence.

We will acknowledge your complaint in writing within 3 working days of receiving it and provide a copy of this complaints procedure. This matches your current process and current ombudsman guidance.

Your complaint will be investigated by the relevant branch manager or office manager, who will review your file and speak to the member of staff involved where necessary. We will send you a formal written response setting out the outcome of our investigation within 15 working days of receiving your complaint. This mirrors your current internal process

If you remain dissatisfied, you may ask for your complaint to be reviewed 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 unhappy once you have received our final viewpoint letter, or if 8 weeks have passed since you first made your complaint in writing, you may refer the complaint to the relevant independent redress scheme. Both TPO and PRS require you to complain to the business first, and both allow escalation after the internal process is exhausted or after eight weeks.

You should normally raise your complaint with us within 12 months of the issue arising or of you becoming aware of it, and any referral to the relevant redress scheme should usually be made within 12 months of our final viewpoint letter. That timing is stated in your current documents and is consistent with TPO’s current published process.