Complaints Procedure
Squire Property Management is committed to the highest standards of service and compliance. We are bound by The Property Ombudsman’s code of Practice which are available to view at https://www.tpos.co.uk/codes-of-practice We acknowledge that on occasion, things can go wrong and we endeavour to resolve your issues with minimal inconvenience.
We have a standard procedure for handling complaints as detailed below.
1) Making a complaint
In the first instance your complaint should be directed to a partner of the business (Nicci Walker or Jacky Squire). It should be submitted in writing to our registered office address (38 Park Road, Buckden, CAMBS, PE19 5SL) or submitted via email to
Your complaint will be acknowledged within 3 working days. We will conduct an investigation and a full written response will be sent within 15 working days.
2) If you are unhappy with the outcome
If, at this stage, you are still not satisfied, you should contact us in writing again and we will arrange a further review involving both partners of the business. Within 15 working days of your request for review, we will write to you, confirming our final viewpoint on the matter.
3) Independent Redress
If you are still not satisfied after the last stage of the in-house complaint procedure (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, using the following contact details:
The Property Ombudsman
Milford House
43-45 Milford Street
Salisbury
Wiltshire
SP1 2BP
01722 333 306
Please note you have up to 12 months from the date of the final viewpoint letter to refer your complaint to the Ombudsman in writing.
The Property Ombudsman requires that all complaints are addressed through the in-house complaints procedure, before submitting for an independent review.
Our membership number for The Property Ombudsman is: T05638
