Although we strive to make sure we provide the very best service to you at all times we realise that we aren’t perfect, so when we do make mistakes or you aren’t happy, we need to make sure we deal with the situation to your satisfaction. For that reason, we have a complaints procedure in place which is set out below.

Initial complaint:

In the initial event that you would like to make a complaint please contact Greg White, co-director:

greg@purplefrogproperty.com | 07891 990 148 | 189 Dawlish Road, Birmingham, B29 7AW (mark Private and Confidential)

We aim to acknowledge all written complaints within 5 working days; our branch manager will then conduct an investigation and respond to you in writing as soon as possible but will take no longer than 21 days. If for any reason we are unable to respond fully within 21 days we will contact you in writing with an explanation and revised timescale.

When making a complaint please provide as much information as possible, this will enable us to resolve the issue as quickly as possible.

Still not resolved?

In the event that you are not happy with the response you have received from our initial complaint procedure or it is not appropriate to put your complaint directly to them, please forward your complaint to our Operations Director Patrick Garratt. Please mark any correspondence as Private and Confidential and include any complaint you have previously forwarded; you can contact Patrick as below:

patrick@purplefrogproperty.com | 07817 793 828 | 189 Dawlish Road, Birmingham, B29 7AW (mark Private and Confidential)

Patrick will deal with any complaints within the timescales set out above.

After our response:

If after receiving our final response to your complaint you feel the issue has not been resolved you are advised to contact The Property Ombudsman for Lettings (details below) who will independently assess your complaint. The Ombudsman will only deal with referrals within 6 months of our final response.

The Property Ombudsman
Beckett House, 4 Bridge Street, Salisbury, Wiltshire SP1 2LX
tel: 01722 333306 fax: 01722 332296 email: admin@tpos.co.uk