• complaints policy

    • 1.   Carlton Property Management Ltd, a member of The Property Ombudsman, aims to provide the highest standards of service to all our customers.

      To ensure that your interests are safeguarded, we have a complaints procedure. This provides for the matter to be dealt with internally by a Director of the company and in the event that we are not able to deal with the issue to our mutual satisfaction, by reference to The Property Ombudsman.

      2.   If you believe you have a complaint, please write in the first instance to the address below:

      Carlton Property Management Ltd
      7 Gildredge Road
      East Sussex
      BN21 4RB

      3.   Your complaint will be acknowledged within 24 hours, but no longer than 3 working days, investigated thoroughly in accordance with established in-house procedures and a formal reply will be sent to you within 15 working days of receipt of your complaint.

      4.   If the complainant is still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) then he/she can take the matter up with the Ombudsman Service without charge.  

      The Property Ombudsman

      Milford House
      43-55 Milford Street
      SP1 2BP

      Tel: 01722 333306
      Email: admin@tpos.co.uk