Complaints procedure

Last updated: 18th May 2026

Strattons and Partners is committed to providing a high standard of service. However, if something goes wrong, we would like the opportunity to resolve the matter as quickly and fairly as possible. This Complaints Procedure explains how to raise a complaint and how we will deal with it.

How to make a complaint

If you have a complaint, please put it in writing by email or letter and provide as much detail as possible. Please include:

  • your name;
  • your contact details;
  • the property or transaction your complaint relates to;
  • what happened;
  • when it happened;
  • who you have dealt with;
  • what you would like us to do to resolve the matter;
  • copies of any relevant correspondence or documents.

You can send your complaint to:

Strattons and Partners
Camden House
Claremont Terrace
Bath
BA1 6EH

Email: sales@strattonsandpartners.com
Telephone: 01225 683182

Acknowledgement

We will acknowledge receipt of your complaint in writing within three working days.

Investigation

Your complaint will be investigated thoroughly and fairly. Where appropriate, the matter will be reviewed by someone who was not directly involved in the issue being complained about. We may contact you for further information if this is needed to properly investigate your complaint.

Our response

We aim to provide a written response within 15 working days of receiving your complaint. Our response will explain the outcome of our investigation and, where appropriate, any action we propose to take.

Further review

If you remain dissatisfied after receiving our response, you can ask us to review the matter further. Please explain why you are unhappy with the response and provide any further information you would like us to consider. We will then carry out a further review and issue our final viewpoint in writing.

Timescale

We aim to complete our internal complaints process as quickly as possible. In any event, the process should take no longer than eight weeks from the date we receive your written complaint.

The Property Ombudsman

If you remain dissatisfied once you have received our final viewpoint, or if more than eight weeks have passed since you first made your complaint and the matter has not been resolved, you may be able to refer your complaint to The Property Ombudsman.

The Property Ombudsman provides an independent review service for unresolved complaints about property businesses.

The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP

Telephone: 01722 333306
Website: www.tpos.co.uk

You should refer your complaint to The Property Ombudsman within the relevant timescales set by the scheme. The Property Ombudsman states that consumers can generally refer a complaint after receiving a final viewpoint letter, or once eight weeks have passed without a final response from the property business.

Record keeping

We will keep a record of complaints received and the steps taken to investigate and respond to them. We use complaints to help improve our service.