At Option Estates, we are dedicated to providing the highest standards of service to all our customers. As a member of The Property Ombudsman, we have established a comprehensive process to ensure that any complaints are handled promptly and effectively, safeguarding your interests.

If you would like to submit a formal complaint to Option Estates, please follow the steps outlined below:

1. Initial Contact
   • To address your concerns as effectively as possible, we ask that you first raise them verbally with the Branch Manager of the Option Estates office concerned.
2. Escalation
   • If your complaint is not resolved to your satisfaction, you can escalate the matter by writing to the Director. The Branch Manager will provide you with their name and contact details.

We will endeavour to acknowledge your written complaint within 24 hours of receipt, but in any event, we will acknowledge it within 3 working days. An investigation will then be undertaken.

A formal written response will be sent to you within 15 working days, confirming our final viewpoint on the matter. This response will also inform you that if you remain dissatisfied, you are entitled to refer the matter to The Property Ombudsman within 12 months for a review.

Important Notes:

• Referral to The Property Ombudsman: You 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 contact details are as follow: 43 – 55 Milford Street, Salisbury, Wiltshire, SP1 2BP. Telephone number: 01722 333306. Website: www.tpos.co.uk. Email address: admin@tpos.co.uk.
• Exhaustion of In-House Procedure: The Property Ombudsman requires that all complaints be addressed through our in-house complaints procedure first and will not consider your complaint until our internal process has been exhausted.

By following these steps, we aim to resolve any issues you may have efficiently and professionally, ensuring your satisfaction with our services.