Well done, bright idea, or not good enough?
Whether you’d like to say thanks, suggest how we could do better, or raise a formal complaint — we’d genuinely love to hear from you, and every message reaches a real person.
Our complaints handling procedure.
If something has gone wrong, this is exactly how we’ll deal with it — clear steps, fixed timescales, and independent redress if you’re still not satisfied.
- 1
Contact us first
The person dealing with your case in the first instance is Robert King — Clar Innis, Riverside, Staines-upon-Thames, TW18 3NJ · 01784 557 898.
- 2
Put it in writing
Where your complaint is made orally, you’ll be asked to confirm the issues in writing — the form above counts.
- 3Within 3 working days
We confirm receipt
Once we’ve received your written summary, we’ll respond in writing confirming our understanding of the circumstances and inviting further comments.
- 4Within 15 working days
We investigate and respond
The person dealing with your case will inform you, in writing, of the outcome of the investigation and what action, if any, has been or will be taken.
- 5Within 15 working days
Independent internal review
If you’re dissatisfied with our handling, contact the Chairman of the Absolute Homes group (name and address provided on request). He will personally conduct a separate review and contact you with its conclusion.
- 6
Final view — and your right to the Ombudsman
Following our investigation, a written statement of our final view — including any offer made — will be sent to you, together with details of how to refer the matter to The Property Ombudsman within twelve months.