What can I do if I am not satisfied with the service I have received from you?
Whilst we are committed to providing a quality service, we acknowledge that on occasions things can go wrong. If we do not meet your expectations and you are dissatisfied in some way, then we wish to know. Most complaints stem from a lack of communication, in that either we misunderstand your instructions or customers misunderstand the service we provide.
In the first instance, we would encourage you to discuss any problems verbally and informally with your principal contact within the Company. If this office is the source of your complaint, staff here should be able to help quickly and answer any questions you may have. If this does not resolve your concerns, then the Company’s formal procedure can be adopted.
We have adopted a formal two stage procedure to ensure that any complaint is dealt with fairly and that anyone with a grievance is aware of the procedure to follow, thus avoiding any additional frustration. In certain circumstances it is possible to bypass the first stage and complain directly to the Branch Manager/Director, although we may decide to refer the matter to the person dealing with the first stage, where we consider that to be appropriate. Details of the appropriate persons nominated to deal with each stage of your complaint are shown overleaf.
How do I make a formal complaint to you?
Stage 1 – Branch Manager/Director
If the verbal and informal approach does not satisfactorily resolve your concerns, we ask that you put your complaint in writing to the appropriate person as set out below.
Complaints regarding Balgores Basildon, Balgores Essex, Balgores Estates and Balgores Lettings should be addressed to the appropriate Branch Manager.
Complaints relating to our Chadwell Heath, Dagenham, Hornchurch, Romford and Upminster branches should be addressed to Charlie King, Associate Director.
If your complaint concerns the person to whom your complaint would ordinarily be addressed, please write to Matthew Butler, Sales Director.
We advise you to keep copies of all correspondence sent to us, together with notes of any conversations or telephone calls.
To help us resolve your concerns as quickly and efficiently as possible, please include the following information in your written complaint:
- Your name, address and a daytime telephone number on which you can be contacted.
- The name and office location of the individual within the Company with whom you have been dealing.
- A clear description of your complaint, including concise details of what you believe has gone wrong.
- Details of what you would like us to do to put matters right.
Your complaint will be acknowledged within 3 working days of receipt, and you will be advised of the timescale for receiving a full response, which will be within 15 working days.
An internal investigation into your complaint will be undertaken. Once this has been completed, you will receive a full written response setting out the outcome of our investigation and details of any action we have taken, or intend to take, in response to your complaint.
We hope that our response will resolve the matter to your complete satisfaction.
Stage 2 – Matthew Butler, Sales Director or Billy Gill, Area Director
If your complaint has not been satisfactorily resolved at Stage 1, or if you still have concerns following the response received, you may request that the matter be escalated for further review.
Stage 2 complaints should be directed to Matthew Butler, Sales Director, or Billy Gill, Area Director.
A separate review of your complaint will be undertaken, and you will usually be contacted within a further 10 working days to inform you of the conclusions reached.
The response provided at Stage 2 will represent the final viewpoint of the Company.
If you feel that we have not sought to address your complaint within eight weeks, you may be able to refer your complaint to The Property Ombudsman, without charge, for independent consideration without waiting for our final viewpoint on the matter.
What can I do if I am still not satisfied?
If you remain dissatisfied with any aspect of our handling of your complaint, then it may be appropriate for the matter to be referred to an independent third party.
If you are a consumer, you should contact:
The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP
01722 333 306
admin@tpos.co.uk
www.tpos.co.uk
Please note the following:
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.
We keep the Complaints Procedure under regular review. The last review was on 12th February 2026.
