Last updated: January 2025
At Option Estates Ltd, we are committed to providing a professional, transparent, and high-quality service to all of our clients. However, we recognise that there may be occasions when our service falls below the standards you expect. If this happens, we want to know about it so that we can put things right and improve our service for the future. This document sets out our formal complaints procedure.
Option Estates Ltd is a member of The Property Ombudsman (TPO) scheme, and this complaints procedure has been prepared in accordance with TPO requirements.
If you wish to make a complaint, you may do so in writing by email, letter, or by contacting us directly. We recommend putting your complaint in writing so that we have a clear record of your concerns. Please include the following information:
Please send your complaint to:
Upon receipt of your complaint, we will acknowledge it in writing within three working days. Your complaint will be reviewed by a senior member of our team who was not directly involved in the matter. We will investigate the circumstances of your complaint thoroughly and fairly, taking into account all relevant information and evidence.
We aim to provide you with a detailed written response within 15 working days of receiving your complaint. This response will set out our findings, our conclusions, and any action we propose to take. If we are unable to respond within this timeframe due to the complexity of the matter, we will write to you explaining the reason for the delay and provide an estimated date for our full response.
If you are not satisfied with our response at Stage One, you may request that your complaint be escalated to a director of Option Estates Ltd. Please put your request in writing within 10 working days of receiving our Stage One response, explaining why you remain dissatisfied.
The director will carry out a further review of your complaint and provide a final written response, known as a "final viewpoint letter", within 15 working days of your escalation request. This letter will set out our final position on the matter and will inform you of your right to refer the complaint to The Property Ombudsman if you remain dissatisfied.
If you remain dissatisfied after receiving our final viewpoint letter, or if eight weeks have passed since you first made your complaint and you have not received a final response, you have the right to refer your complaint to The Property Ombudsman. The Property Ombudsman provides a free, independent, and impartial dispute resolution service.
You must refer your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter.
The Property Ombudsman can be contacted at:
We take all complaints seriously and view them as an opportunity to learn and improve. Throughout the complaints process, we will:
If you have any questions about our complaints procedure or wish to discuss a concern informally before making a formal complaint, please do not hesitate to contact us: