Springbok Properties Complaints Procedure

Springbok Properties strives to provide a high standard of service to all our customers at all times. If you feel we have not achieved this in any way, we'd really like you to tell us.

If You Have a Complaint

If you're not happy for any reason, your first point of contact should be with the team handling the sale of the property. It doesn't matter if you are the vendor, a prospective buyer or you have purchased the property through us. The team you have been dealing with will get started on resolving any issues as soon as they are aware of the problem.

If they can't help, they will escalate your complaint within our internal complaint procedures. You will be contacted by a manager or assistant manager the same day if we can.

Sometimes a complaint can be complex, or requires some investigation on our part. You may feel you would like to make your complaint more formal. If that is the case, please feel free to contact us by email or post.


Springbok Properties Complaints

Suite 7N, Trafford House, Chester Road, Old Trafford,

M32 0RS

To help us get to the bottom of things quickly and allow us to provide you with a speedy response, it would really help if you could give us as much information as possible about your problem. If you can, tell us what you would like us to do to resolve your complaint.

We will acknowledge your complaint within three working days enclosing a copy of this procedure (or a website link to this page), and respond to you in full within 15 working days of sending the acknowledgement letter. We may contact you for more information in the meantime to help make the right decision.

If after this review you are not satisfied with the response, we will arrange for another member of the management team to conduct a further review and respond to you with our final viewpoint within 15 working days.

If you are still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.

Please note the following:

You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.

The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.


The Property Ombudsman Ltd

Milford House

43-55 Milford Street

Salisbury Wiltshire SP1 2BP


Telephone: (01722) 333306

Email: admin@tpos.co.uk