Complaints Procedure - Coast To Castle Property Services
We are committed to providing a professional service to all our clients and customers. If things go wrong we
need you to tell us about them. This will help us to improve our service going forward and resolve issues as
soon as possible. If you have a complaint, please put this in writing (letter or email) to us. We will then
acknowledge and respond in line with the timescales and stages set out below.
Stage 1—Your Complaint
Please put your complaint in writing either by letter or email and address it to David Priddle – Managing Partner.
Please include as much detail as possible, including dates, names of any members of staff you dealt with, and
where you are able to enclosing/attaching any supporting evidence.
Coast To Castle Property Services
9 York Avenue
East Cowes. Isle of Wight.
Stage 2—Our Acknowledgement - Timescale Within 3 working days of receiving your complaint
Your complaint will be acknowledged and we will start our in house complaints process
Stage 3—Our Investigation Timescale Within 15 working days of receiving your complaint
Your complaint will be investigated and Coast To Castle Property Services will provide a formal written response
addressing your specific complaints and proposing resolutions where appropriate
Stage 4—Final Viewpoint - Timescale Within 15 working days of receiving your complaint
If you remain dissatisfied, you should contact us again and we will conduct a separate review to take place by
Laura Priddle, Business Owner. This will outline our final viewpoint on the matter.
Stage 5—The Property Ombudsman
Timescale You must refer your complaint to the Ombudsman within 12 months of receiving our final viewpoint letter
If our final viewpoint letter does not resolve matters (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.
The Property Ombudsman
43-55 Milford Street
If we have not addressed your complaints within eight weeks, you can refer your complaint to the Ombudsman.
No charge will be made for any complaint we handle.