Complaints Procedure
At Greg Sloane Residential – we aim to get things right first time. We are committed to providing a professional, transparent and high‑quality service to all our clients and customers. If things ever go wrong, we want to know about it. Your feedback helps us resolve issues quickly and improve the service we provide.
This Complaints Handling Procedure complies with the requirements of The Property Ombudsman (TPO), of which we are a member.
How to Make a Complaint
If you have a complaint, please put it in writing (by email or letter) and include as much detail as possible. This will help us fully understand your concerns and investigate them properly.
Please include:
- Your name and contact details
- The property address (if applicable)
- A clear description of your complaint
- Relevant dates, names of staff involved and any supporting evidence
Complaints should be addressed to:
Greg Sloane Residential
Email: complaints@gregsloane.com
Address: 92 Frankwell, Shrewsbury, SY3 8JS
We will consider individual needs and, where appropriate, make reasonable adjustments for anyone who may be disadvantaged due to age, disability, health, language or personal circumstances.
Our Complaints Process
Our in‑house complaints process has clear stages and timescales and will take no longer than 8 weeks to complete.
Stage 1 – Receipt of Complaint
Once we receive your complaint in writing, it will be logged and passed to the appropriate person for review.
Stage 2 – Acknowledgement
We will acknowledge your complaint in writing within 3 working days of receipt and confirm who will be dealing with it.
Stage 3 – Investigation and Initial Response
Your complaint will be fully investigated and you will receive a written response addressing the issues raised and outlining any proposed resolution.
We aim to provide this response within 15 working days of receiving your complaint.
Stage 4 – Final Review (Final Viewpoint)
If you remain unhappy with our initial response, you may request a further review. Your complaint will then be reviewed again, and you will receive our final written response.
We aim to issue this final viewpoint letter within 15 working days of receiving your request for escalation.
Referral to The Property Ombudsman
If we have not resolved your complaint to your satisfaction within 8 weeks, or once you have received our final viewpoint letter, you may refer your complaint to our redress scheme:
The Property Ombudsman
Milford House
43‑55 Milford Street
Salisbury
Wiltshire
SP1 2BP
Tel: 01722 333 306
Email: admin@tpos.co.uk
Website: www.tpos.co.uk
You must refer your complaint to The Property Ombudsman within 12 months of the date of our final viewpoint letter.
There is no charge to you for making a complaint to The Property Ombudsman.
Additional Notes
- Complaints should always be raised with us first to allow us the opportunity to resolve them.
- Complaints received via social media will be acknowledged, but you may be asked to submit details in writing so the matter can be formally investigated.
- Making a complaint will not affect how we treat you as a client or customer.
We take all complaints seriously and view them as an opportunity to learn, improve and ensure we continue to deliver a service that reflects our values of professionalism, care and clear communication.
Propertymark
We are also members of Propertymark and comply with their Rules of Conduct, which promote high professional and ethical standards across the property industry.