Legal
Complaints procedure
We take any complaint seriously. The procedure below sets out how to raise a concern, what to expect from us, and how to escalate the matter if you remain unhappy.
Stage 1 — Talk to us
Most issues can be resolved quickly with a phone call. Speak to the person handling your matter, or call our office on +447546117261.
Stage 2 — Formal written complaint
If your concern hasn't been resolved, please put it in writing, addressed to the Director, by post to 1 Office Street, London, SW1A 1AA, or by email to hello@pulatestates.co.uk.
We will acknowledge your complaint in writing within three working days, and respond fully within fifteen working days. Where the complaint is complex, we may need a further fifteen working days and will tell you in writing if so.
Stage 3 — Final viewpoint
Following our investigation, you'll receive a final viewpoint letter from the Director. This is our position on the complaint and our proposed resolution.
Stage 4 — The Property Ombudsman
If you remain dissatisfied after receiving our final viewpoint, you may refer the matter to The Property Ombudsman within 12 months. The Property Ombudsman is a free, independent service for resolving unresolved disputes between consumers and property agents.
Address: The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP. Web: tpos.co.uk.
Our Property Ombudsman reference: TODO-TPO-REF.