Here at Stewarts Estates, we work hard to ensure we provide the highest standards from the second you contact us. However, should you not be happy with our service and you wish to make a formal complaint, please ensure you have followed this process:

Step 1 - Office Manager

In the first instance, complaints should be directed to the office manager. They will review the complaint and look to address or resolve the issue swiftly and promptly. They will acknowledge your complaint within 3 working days and look to resolve your grievance immediately. 

We will then look to respond to your initial complaint within 15 working days. 

Should you still not be happy with this response, this will then be passed to the company director who will then carry out an internal investigation and look to response back to you with our “Final Viewpoint Letter”. This may take up to 28 working days. 

You can contact one of the following Directors to escalate this matter following the initial response via email to either Lee Smith or David Stewart

Or by post to:

Stewarts Estates Ltd
612 -616 Wimborne Road
Bournemouth
Dorset
BH9 2EN

Step 2 - The Property Ombudsman Service

If we have not been able to resolve your complaint directly with us, then you are entitled to take this matter further. You can do so by contacting the Property Ombudsman without charge.

Information in how to contact the Property Ombudsman will be contained in the Final View Point Letter. You may also find this information by visiting www.tpos.co.uk  or emailing [email protected].

You may also wish to contact them using the information below: 

By post;

Milford House

43 - 55 Milford Street

Salisbury

SP1 2BP

By Phone: 

01722 333306

By email: 

[email protected] 

For your information:

- You must make your complaint to the Property Ombudsman within 12 months of the date of our final viewpoint letter.

- The Ombudsman will not consider your complaint until our internal complaint’s procedure has been exhausted and you have received our final viewpoint letter.

- The Property Ombudsman recommends paying any outstanding fees on a "without prejudice" basis to avoid late-payment charges and/or further action.