In-House Complaints Procedure

We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us improve our standards.

We will where appropriate, make reasonable adjustments for consumers who might be disadvantaged because of factors such as age, infirmity, disability, lack of knowledge, lack of linguistic or numeracy ability, economic circumstance,  bereavement or do not speak English as a first language.

What will happen next?

  • If you believe you have a grievance, please write in the first instance to Lucinda Marlow, Innovation Centre, Highfield Drive, Churchfields, St Leonards on Sea, East Sussex, TN38 9UH or emailing Lucymarlow@polecatproperties.co.uk
  • The grievance will be acknowledged within 3 working days of receiving it, enclosing a copy of this procedure.
  • We will then investigate your complaint. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of receipt of the original complaint.
  • If at this stage, you are still not satisfied , you should contact us again and we will arrange for a separate review to take place by a senior staff member.
  • We will write to you with 15 working days of receiving your request for a review, confirming our final view point on the matter.
  • If you remain dissatisfied with the result of our final view point (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from the Property Ombudsman without charge.
  • You must submit your complaint to The Property Ombudsman within 12 months from the date of our final view point including any evidence to support your case.
  • The Property Ombudsman, Milford House, 43-45 Milford Street, Salisbury, Wiltshire SP1 2BP. The Property Ombudsman can also be contacted via phone on 01722 333306

Please note:

You will need to submit your complaint to the Property Ombudsman within 12 months from the date of our final viewpoint, including any evidence to support your case.

The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.