To start with please contact your Property Manager or Lettings Support Consultant, who will be able to resolve things in most cases. If necessary they will involve their Divisional Manager. We'll need enough time to investigate thoroughly, but we'll work as fast as we can. We'll acknowledge your complaint within 3 working days and aim to resolve the matter within 15 working days

If our response doesn't work for you (or more than 8 weeks has elapsed since you made your complaint), let us know and we'll escalate it to our Customer Relations department to give it a second review. We'll tell you who's working on it and how long they'll need to investigate. Within 15 working days, you'll have our final response, including the outcome of your case.

At this stage it's probably time to get a third-party involved. The Property Ombudsman is the free, independent service looking after real estate customers. Bring your complaint to them within 12 months of our final response to get their help. You can contact the Property Ombudsman by emailing admin@tpos.co.uk, calling 01722 333306 or by writing to Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP.