Complaints Procedure

Stage One – Initial Complaint

If you have a concern, please raise it as soon as possible with the member of staff handling your matter. If you are not satisfied that your issue has been resolved, please contact the Branch Manager or relevant Department Head.

We encourage you to put your complaint in writing (letter or email) where possible, as this will help us investigate more efficiently, but we can also take details over the phone if more convenient.

Once we have received your complaint, we will:

• Acknowledge it in writing within 3 working days, confirming the details we understand you wish us to investigate.
• Conduct a thorough investigation by a senior member of staff not directly involved in your case.
• Provide a full written response within 15 working days of receiving your complaint.

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Stage Two – Director Review

If you remain dissatisfied after Stage One, you may request that a Director carry out an independent review of the way your complaint was handled. Please submit your request in writing.

We will acknowledge your Stage Two request within 3 working days and respond with our final viewpoint within 15 working days of receipt.

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Stage Three – The Property Ombudsman

If you are still unhappy after receiving our final viewpoint letter, or if more than 8 weeks have passed since you first raised your complaint, you may refer the matter to The Property Ombudsman for an independent review at no charge.

The Property Ombudsman
Website: www.tpos.co.uk

Please note:

• You must contact the Ombudsman within 12 months of receiving our final viewpoint letter.
• You will need to provide a copy of that letter and any supporting evidence.
• The Ombudsman requires that all complaints are addressed through our in-house procedure before they will consider a case.

Contact Details for Complaints

Stage One: See below for Branch Manager details

Stage Two: Daniel Kirk
Email: Daniel.kirk@frosts.co.uk
Address: 4 Chequer Street 
St Albans 
Hertfordshire
AL1 3XZ