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Legal & compliance
Complaints procedure.
We take every complaint seriously. This procedure complies with The Property Ombudsman (TPO) Code of Practice and is designed to resolve issues fairly and promptly.
- TPO Registered
- Client Money Protected
- ICO Registered
- TDS Deposit Protection
- PI Insured
Our commitment
Sure On Property Services Ltd is committed to providing a professional service to all clients and customers. If something goes wrong, we need you to tell us about it so we can put it right.
We are a member of The Property Ombudsman (TPO) — a government-approved independent redress scheme. This means if we cannot resolve your complaint internally, you have the right to refer it to TPO for independent review at no cost to you.
How to make a complaint
Please follow the steps below in order. TPO requires complainants to exhaust our internal procedure before escalating to the Ombudsman.
Step 1 — Contact your property manager directly
In the first instance, please raise your concern directly with your named property manager by email or phone. Many issues can be resolved quickly at this stage. Please include your name, property address, and a clear description of your concern.
Step 2 — Submit a formal written complaint
If your concern is not resolved at Step 1, please submit a formal written complaint to the Director by email at info@sureonproperty.com or by post to: Sure On Property Services Ltd, 3 Kerswell Close, Slough, SL2 2QH.
What happens next: We will acknowledge your complaint in writing within 3 working days. We will investigate your complaint fully and provide a written response within 15 working days of receipt. If more time is needed, we will write to you explaining the reason for the delay.
Step 3 — Final viewpoint letter
If you remain dissatisfied after our written response, you may request a final viewpoint letter from the Director. This final viewpoint letter will be issued within 8 weeks of your original complaint being received. This letter represents our final position on the matter.
Step 4 — Refer to The Property Ombudsman
If you remain dissatisfied after receiving our final viewpoint letter, or if 8 weeks have elapsed since you made your complaint without resolution, you have the right to refer your complaint to The Property Ombudsman (TPO). TPO provides free, independent dispute resolution.
The Property Ombudsman — contact details
TPO provides free, independent dispute resolution for consumers. You must refer your complaint to TPO within 12 months of receiving our final viewpoint letter. Visit www.tpos.co.uk or contact TPO directly:
Address
Milford House, 43-55 Milford Street, Salisbury, SP1 2BP
Telephone
01722 333 306
admin@tpos.co.uk
Website
www.tpos.co.uk
Important: The Property Ombudsman will not consider a complaint that has not first been through our internal complaints procedure. TPO may also decline to consider a complaint if it is referred more than 12 months after our final viewpoint letter is issued.
Contact us about a complaint
Post
Sure On Property Services Ltd, 3 Kerswell Close, Slough, SL2 2QH
Phone
+44 74 72 321 777
info@sureonproperty.com