Our Policy

We hope to provide you with a service that you will be happy to recommend to others.

We will do our best to ensure that your transaction is conducted efficiently, that your calls are dealt with promptly and that you are kept properly informed about the progress of your transaction.

What if things go wrong ?

Occasionally, despite our best intentions, we do understand that things can go wrong.  If you feel that you are not receiving the service you expect, we would ask that you immediately raise this with a member of staff.

If you are not satisfied that your issue has been resolved verbally, please Email us  or write to us at our office address.

To ensure impartiality and objectivity, your complaint will be investigated by a senior member of staff who has not been involved in the conduct of your transaction.

What happens next ?

Once we have received your complaint we will acknowledge it in writing within three working days and will at that time advise you of the date when we expect to be able to respond in full.  This date will normally be no later than 15 working days from the time we received your complaint.

What if I am still not satisfied with the outcome ?

If you are dissatisfied with our handling of your complaint and would like us to review the way we have dealt with it, we offer you the right to request that a Director be asked to carry out a review of the response to your complaint.  If you wish us to do so, please ask us in writing.  We will then advise you of the outcome of that review within 14 days.

In the extremely unlikely event of you being dissatisfied with our responses to your concerns and our internal complaints procedure has been exhausted you will then be invited to refer the case to The Property Ombudsman for a free independent review.

The Property Ombudsman resolves disputes between agents and customers only AFTER the complaint has gone through the internal complaints procedure of the estate agency firm. You can refer your complaint to The Property Ombudsman up to twelve months after you have received our final written response to your complaint.

Communications should be addressed to:

The Property Ombudsman, Milford House,

43-55 Milford Street,


Wiltshire SP1 2BP

Telephone: 01722 333306


Website: www.tpos.co.uk

Property Ombudsman membership number: T00530-0

Rightmove - Mike Ford Estate Agents
The Property Ombudsman

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