Complaints Procedure

Springbok Properties is committed to delivering a consistently high standard of service to all customers. If you feel we have fallen short in any way, we want to hear from you so we can put things right quickly and fairly.

This procedure explains how to raise a complaint, how we will respond, and how you can escalate your concerns to The Property Ombudsman (TPO) if needed.

1. If You Have a Complaint

If you are unhappy for any reason — whether you are a seller, prospective buyer or purchaser — your first point of contact should be the team handling your property sale.

They will aim to resolve the issue promptly and fairly as soon as they become aware of it.

If the team cannot resolve your concern, they will escalate your complaint to our management team in line with our internal procedures. Where possible, a manager or assistant manager will contact you the same working day.

2. Making a Formal Complaint

If your complaint is more complex or you would prefer to raise it formally, please contact us by email or post:

Email:

CustomerServiceManager@springbokgroup.co.uk

Post:

Springbok Properties – Complaints Team
Suite 7N, Trafford House
Chester Road, Old Trafford
Manchester
M32 0RS

To help us investigate your complaint quickly, please include:

• Your name and contact details
• The property address or reference (if applicable)
• A clear description of the issue
• Any supporting evidence
• What outcome you feel would resolve the matter

Providing this information helps us respond as efficiently as possible.

3. Our Response Times

We will:

• Acknowledge your complaint within 3 working days , including a link to this procedure
• Provide a full written response within 15 working days of acknowledgement

If we need additional information during our investigation, we will contact you.

If, after receiving our response, you remain dissatisfied, a further review will be carried out by another senior manager. You will receive our Final Viewpoint Letter within an additional 15 working days.

4. If You Are Still Not Satisfied

If you are not satisfied after completing our in-house complaints process — or if more than 8 weeks have passed since your complaint was first raised — you can refer the matter to The Property Ombudsman (TPO) for an independent review.

This service is free of charge.

Important:

• You must refer your complaint to TPO within 12 months of receiving our Final Viewpoint Letter
• TPO requires that all complaints are processed through our internal procedure before an independent review can take place

The Property Ombudsman (TPO)

Website: www.tpos.co.uk

Address:
The Property Ombudsman Ltd
Milford House
43–55 Milford Street
Salisbury
Wiltshire
SP1 2BP

Telephone: (01722) 333306
Email: admin@tpos.co.uk

5. Our Commitment

We take all complaints seriously and aim to resolve issues fairly, transparently and as quickly as possible. Your feedback helps us improve our services and uphold the standards required by The Property Ombudsman and the National Association of Property Buyers.

If you have any questions about this procedure, please contact our Complaints Team.