Regal Estate & Letting Agents
In-House Complaints Procedure
We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

If you have a complaint, please put it in writing, providing as much detail as possible. We have up to eight weeks to consider your complaint. If we have not resolved it within this time, you may refer your complaint to The Property Ombudsman.

What will happen next?
We will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.
We will then investigate your complaint. This will normally be dealt with by the Office Manager, who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.
If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to be carried out by a senior member of staff.
We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
The Property Ombudsman
If you remain dissatisfied after receiving our final response, or if eight weeks have passed since you first made your complaint, you can refer the matter to The Property Ombudsman for an independent review.

You must refer your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter.

The Property Ombudsman
Unit 159756

PO BOX 7169

Poole

BH15 9EL

Telephone: 01722 333 306
Email: admin@tpos.co.uk
Website: www.tpos.co.uk

The Property Ombudsman will only consider complaints that have been dealt with through our in-house complaints procedure first.

Last updated: October 2026