Complaints Procedure

At Pomp Properties, we are dedicated to delivering a professional, transparent, and high-quality service to all our clients and customers.
If something goes wrong, we want to know — your feedback helps us continually improve the standards of our work.

How to Make a Complaint

If you wish to make a complaint, please put it in writing and include as much detail as possible. You can email us at info@pompproperties.com or write to:
Pomp Properties Ltd, 6 Hogarth Road, London, SW5 0PT.

We will handle your complaint in accordance with the process below.
If you feel that we have not addressed your concerns within eight weeks, you may be able to refer your complaint to The Property Ombudsman without waiting for our final response.

Our Process

1. Acknowledgement
   We will acknowledge receipt of your complaint within three working days, confirming that we have received it and enclosing a copy of this procedure.

2. Investigation
   Your complaint will then be investigated by our Office Manager, who will review your file and speak with the member(s) of staff involved.
   A formal written outcome of our investigation will be sent to you within 15 working days of the acknowledgement.

3. Review
   If you are still not satisfied, please contact us again. Your complaint will then be reviewed by a senior member of staff who was not involved in the initial investigation.
   We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.

Referral to The Property Ombudsman

If, after receiving our final response, you remain dissatisfied, you may refer your complaint for an independent review to:

The Property Ombudsman Ltd
Milford House
43-45 Milford Street
Salisbury
Wiltshire SP1 2BP
📞 01722 333 306
🌐 www.tpos.co.uk

Please note:
You must refer your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, and include any supporting evidence relevant to your case.