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Complaints procedure

How to raise a complaint with us, how we handle it, and how to escalate if you're not satisfied with our response. In line with ARLA Propertymark and TPO requirements.

Last updated: [TODO: Date]

Our commitment

We take complaints seriously. We aim to resolve issues quickly, fairly, and in writing. Every complaint is logged, reviewed, and responded to within clear timeframes.

How to complain

Step 1 — Tell us

Please raise your complaint in writing so we have a clear record. Email is fastest:

Please include:

Step 2 — Our acknowledgment

We will acknowledge your complaint in writing within 3 working days of receipt and let you know who is handling it.

Step 3 — Investigation and response

Our senior management will investigate your complaint. You will receive a detailed written response within 15 working days of the acknowledgment. If we need more time (for example if the matter is complex), we'll let you know and give you a revised timeframe.

Step 4 — Review

If you're not satisfied with our first response, you can ask for a review. Write back within 28 days of our response explaining why. The review will be conducted by a director of Creed PS who was not involved in the original complaint. You'll receive our final review response within 15 working days.

Escalation — redress schemes

If you remain dissatisfied after our final response, you can refer the matter to an independent redress scheme. We are members of:

The Property Ombudsman (TPO) — for tenants, landlords, sellers and buyers

The Property Ombudsman
Milford House, 43–55 Milford Street
Salisbury SP1 2BP

Website: www.tpos.co.uk
Email: admin@tpos.co.uk
Phone: 01722 333 306

You must refer the matter to TPO within 12 months of our final response.

ARLA Propertymark — professional conduct complaints

If your complaint is about professional conduct rather than service delivery, you can also raise it with ARLA Propertymark at propertymark.co.uk.

Information Commissioner's Office — data protection complaints

For complaints specifically about how we've handled your personal data, contact the ICO at ico.org.uk or 0303 123 1113.

Client Money Protection

We hold client money under the Client Money Protect (CMP) scheme, membership number [TODO: CMP membership number]. If we were to misappropriate client money, you could claim against the scheme. Details: clientmoneyprotect.co.uk.

Our record-keeping

We keep complaints records for [TODO: e.g. 6 years], in line with ARLA Propertymark requirements. Records are reviewed quarterly by senior management to identify systemic issues and improve our service.