Complaints Procedure - Property Field Ltd

Complaints Procedure

Last updated: 18 May 2026

Property Field Ltd is committed to providing a professional, transparent and high-quality service. We take all complaints and concerns seriously and aim to resolve them promptly, fairly and with respect for all parties involved.

This procedure sets out how you can raise a complaint, how we will handle it, and what steps are available to you if you remain dissatisfied.

1. How to Raise a Complaint

If you are unhappy with any aspect of our service, we encourage you to contact us as soon as possible. You can raise a complaint by:

To help us investigate your complaint efficiently, please provide:

  • Your full name and contact details
  • A clear description of your concern or complaint
  • The date(s) on which the issue occurred
  • Any relevant correspondence, documents or reference numbers
  • What outcome you are seeking

2. What Happens Next

1

Acknowledgement — within 3 working days

We will acknowledge receipt of your complaint in writing (by email or letter) within 3 working days of receiving it. We will confirm who is handling your complaint and provide an expected timeframe for our response.

2

Investigation

We will carry out a thorough and impartial review of your complaint. This may involve reviewing correspondence, speaking with relevant parties, and gathering any necessary information. We will keep you informed of progress where appropriate.

3

Full Response — within 15 working days

We aim to provide a full written response to your complaint within 15 working days of receipt. Our response will set out our findings, any action we have taken or propose to take, and our reasoning.

If we are unable to provide a full response within this timeframe (for example, due to the complexity of the matter), we will write to you to explain the reason for the delay and provide a revised expected date.

3. If You Remain Dissatisfied

If you are not satisfied with our response, please let us know and we will review the matter again. You may request that your complaint is escalated for further consideration.

If you remain dissatisfied after our final response, you may wish to seek independent advice or consider the following options depending on the nature of your complaint:

  • The Property Ombudsman (TPO): Property Field Ltd is a registered member of The Property Ombudsman. If your complaint relates to property sourcing or agency activity and remains unresolved after our final written response, you may refer it to TPO at www.tpos.co.uk. Referrals must be made within 12 months of our final written response.
  • Citizens Advice: for general consumer advice at citizensadvice.org.uk
  • Information Commissioner's Office (ICO): if your complaint relates to how we have handled your personal data, you may contact the ICO at ico.org.uk

4. Our Commitment

We treat all complaints confidentially and with respect. Raising a complaint will not affect any ongoing relationship or service we provide to you. We use feedback from complaints to improve our service and processes.

We do not charge any fee for handling complaints.

5. Record Keeping

We maintain a record of all complaints received, including the nature of the complaint, the steps taken to investigate and resolve it, and the outcome. Complaint records are retained for a minimum of 6 years in accordance with our data retention policy.

For information on how we handle personal data in connection with complaints, please refer to our Privacy Policy.

Contact Us About a Complaint

Email: [email protected]

Telephone: 07726 784955 or 01959 700196

Monday to Friday, 9:00am – 6:00pm

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