Complaints Procedure

When things need sorting out...

We are committed to providing you with the highest standards of service. However, there may be occasions when our service falls short of your expectations.

Residential Sales

For the sale and purchase of residential property we are members of The Property Ombudsman Service (TPOS). www.tpos.co.uk

We can help

Tell us what part of our service or procedure you are unhappy about and what you would like us to  do to resolve the matter. You can do this by writing to:-

Residential Compliance Department
Peter Alan Limited
Cumbria House
16-20 Hockliffe Street
Leighton Buzzard
Bedfordshire
LU7 1GN

Alternatively you may forward details of your dissatisfaction by email to:
complianceresidential@peteralan.co.uk

If you prefer you may telephone on 01525 215 410 or visit your nearest Peter Alan branch.

Putting your complaint in writing helps us to ensure we have understood all your issues and concerns, which in turn ensures we investigate them fully and fairly. Regardless of how we receive  your complaint we will acknowledge receipt in writing within three
working days.

Download full sales complaint leaflet

 

Residential Lettings Complaint

Tell us what part of our service or procedure you are unhappy about and what you would like us to do to resolve the matter. You can do this by writing to:-

Lettings Complaints Department
Peter Alan Limited
Customer Services
1st Floor
907 Walsall Road 
Great Barr,
Birmingham
West Midlands
B42 1TN

If you prefer you may telephone on 0121 357 3143 or visit your nearest Peter Alan branch. Alternatively you may forward full details of your dissatisfaction by email to lettingsadministration@peteralan.co.uk

Download full lettings complaint leaflet
 

In the event that our internal complaints handling procedures have been exhausted without resolution being achieved, you should note that the appropriate Alternative Dispute Resolution entity for both Residential Sales and Lettings complaints is;

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

Telephone 01722 333306
Email; admin@tpos.co.uk
www.tpos.co.uk - You are about to leave the website of Peter Alan and view the content of an external website.  Peter Alan cannot be held responsible for the content of external websites.

 

For complaints relating to mortgage services (mortgage and insurance services, including lettings insurance)

Tell us what part of our service or procedure you are unhappy about and what you would like us to do to resolve the matter. You can do this by writing to:-

Customer Relations Department
Peter Alan
16-20 Hockliffe Street
Leighton Buzzard
Bedfordshire LU7 1GN

Alternatively you may forward details of your dissatisfaction by email to:
CustomerRelations@peteralan.co.uk

Customer relations phone number 01525 244 504

A written acknowledgement will be issued promptly and in any event no later than five working days after receiving your complaint. Your complaint will be fully investigated by a member of the Customer Relations Mortgage Services Department.  Regulations allow us 8 weeks in which to issue you with our final response, however we will aim to respond to you much sooner than this. However, if we are still unable to respond within 4 weeks of your initial complaint, we will keep you informed

What happens next?
If you find you are unhappy with our final response, you have the option to refer the matter to the Financial Ombudsman Service (FOS). 
The Financial Ombudsman Service details are as follows:

The Financial Ombudsman Service
Exchange Tower, Harbour Exchange Square, London E14 9SR 
0800 023 4567
www.financial-ombudsman.org.uk

Please note
You should refer your complaint to the Ombudsman within 6 months of the date of our final response. You will also need to complete our internal complaints procedure, before you raise your concerns with the Ombudsman.

Download full financial services complaint leaflet
 

The company welcomes constructive feedback from customers as a way of continually improving its service.