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).

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

 

Financial Services 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:-

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 contact details for the FOS are as follows:
Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London E14 9SR
T: 0800 0234 567 (free for people phoning from a “fixed line” - for example, a landline at home)
0300 1239 123 (free for mobile phone users who pay a monthly charge for calls to numbers starting with 01 or 02)
E: complaint.info@financial-ombudsman.org.uk
W: http://www.financialombudsman.org.uk/contact

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

 

Under EU regulation, from 15 February 2016, for products and services bought online you have the right to refer any complaint to the Online Dispute Resolution platform (ODR) who can put you in touch with the right body to help resolve your complaint.  The ODR will still refer you to the Financial Ombudsman Service as the alternative dispute resolution body. The Financial Ombudsman Service will refer you back to our complaints process unless you’ve already been through this. So you might prefer to go straight to the Financial Ombudsman Service after you’ve been through our complaints process. If you decide to use the ODR platform, when you complete the form online please include the following e-mail address as our contact point: CustomerRelations@peteralan.co.uk


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

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