Complaints Procedure

It is extremely important that you are happy with the service provided to you by us. Sometimes, however, problems do arise. Should you wish to make a complaint, please refer to the steps below so that your issue can be resolved as soon as possible.

  1. Please email or write to us at our office address outlining your complaint in the first instance — we will acknowledge your correspondence within 3 working days and provide a written response within 15 working days of the initial complaint.
  2. If you are still not satisfied with the response to your complaint, please let us know so that the complaint can be further reviewed. We will provide our final viewpoint to you in writing within 15 working days.
  3. If your complaint has not reached a satisfactory outcome within 30 working days you can refer this by approaching one of the following schemes of which we are a member:-
  • The Property Redress Scheme (membership no. PRS009732)
  • Rent Smart Wales (membership no. LR-92010-82770)
  • Client Money Protection (membership no. CMP002417)

Please note that should your complaint be related to repairs that could potentially cause a risk to your health and safety or an eviction notice, you can escalate your complaint by approaching your local council.

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