Complaints Procedure

At Stephen Ashby & Co., we are committed to providing a professional and high-quality service to all our clients and customers. If you are dissatisfied with any aspect of our service, we want to know so that we can investigate your concerns and, where appropriate, put matters right and improve our service.

How to make a complaint 

If you wish to make a complaint, please put it in writing (by email or post), providing as much detail as possible together with any supporting documents you feel are relevant.

Please send your complaint to: 

Stephen Ashby & Co. 
3 St Mark’s Place 
Wimbledon 
London SW19 7ND 

Email: [email protected] 

What happens next? 

Acknowledgement 

We will acknowledge receipt of your complaint in writing within three working days and provide you with a copy of this complaints procedure.

Investigation 

Your complaint will be investigated by a senior member of staff who has not been directly involved in the matter wherever possible. We will review your file, speak with the member(s) of staff concerned and consider all relevant information.

Our response 

We will send you a formal written response setting out the outcome of our investigation within 15 working days of sending our acknowledgement.

If you remain dissatisfied 

If you are not satisfied with our response, you may request a review by a senior member of staff.

We will carry out a further review and provide you with our final viewpoint in writing within 15 working days of receiving your request for a review.

The Property Ombudsman 

If you remain dissatisfied once you have received our final viewpoint, or if more than eight weeks have elapsed since you first made your complaint, you may refer your complaint to The Property Ombudsman for an independent review, free of charge.

The Property Ombudsman 

Milford House
43–55 Milford Street
Salisbury
Wiltshire
SP1 2BP

 Telephone: 01722 333306 

Email: [email protected] 

Website: www.tpos.co.uk 

Please note 

• You should refer your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter.

• The Property Ombudsman requires that complaints are first considered through our in-house complaints procedure before they can be accepted for independent review.

• Please ensure you provide any supporting evidence when referring your complaint to The Property Ombudsman.