Complaints Procedure

We are committed to providing a high-quality service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

If you wish to raise a complaint, please contact us with the details.

The procedure detailed below aims to resolve your complaint within eight weeks, where possible.

What will happen next?

  1. We will acknowledge receipt of your complaint within 3 days of receipt.
  2. We will pass your complaint to a senior member of staff or company director who will be your primary point of contact throughout this process. They will investigate your complaint by way of reviewing the matter and speaking to all necessary parties.
  3. Within 31 days our acknowledgement letter, we will submit a detailed written reply to your complaint, including our suggestions for resolving the matter.
  4. At this stage, if you are still not satisfied, we will arrange for a company director to personally review the decision. This review will be undertaken within 14 days and their findings confirmed in writing.
  5. In the unlikely event that you remain unsatisfied, we will advise you to what other recourse you may have.

Requesting an independent review

The Property Ombudsman

If you are still not satisfied after the last stage of the in-house complaint procedure (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.

The Property Ombudsman
Milford House,
43-55 Milford Street,
Wiltshire, SP1 2BP.

Tel: 01722 333 306

Please note the following: You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, 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.

The Property Ombudsman

The Property Ombudsman

Executor Solutions are proud to be a member of The Property Ombudsman scheme which exists to settle disputes between property businesses, such as estate agents, letting agents and property management agents, and consumers.

Find out more about TPO here –