Complaints Background

Complaints Procedure

We are committed to providing a professional service to all our clients. When something goes wrong, we need you to tell us about it so we can improve our standards.

Our Resolution Roadmap

Our internal complaints procedure is designed to be fair, transparent, and concluded within a maximum 8-week timeframe.

1. Complaint Received

You submit your complaint in writing. Please provide as much detail as possible, including property details, staff members involved, and your preferred resolution.

2. Acknowledgement

We will acknowledge receipt of your complaint in writing within three (3) working days of receiving it, enclosing a copy of this procedure.

3. Investigation & Initial Outcome

A full and thorough investigation will be undertaken by a Director. A formal written outcome of the investigation will be issued to you within fifteen (15) working days of sending the acknowledgement letter.

4. Stage Two Review (If Dissatisfied)

If you remain dissatisfied with the result of the initial investigation, you can appeal. We will undertake a prompt and detached review by a senior staff member not directly involved in the initial transaction.

5. Final Viewpoint

We will issue a written statement describing the review findings and expressing our final viewpoint (including any offers made). This concludes our internal complaints procedure.

The Property Ombudsman

6. The Property Ombudsman

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.

Note: You must refer your complaint to the Ombudsman within 12 months of receiving our final viewpoint letter.

How to Submit Your Complaint

Where to send it

Please submit your complaint in writing to our Director:

What to include

To help us resolve your issue quickly, please provide:

  • Your full name, address, phone number, and email.
  • If representing a third party, details for both parties.
  • Specific property details (if applicable).
  • Names of any staff members involved.
  • Details of the complaint including dates, events, and supporting evidence.
  • How you would like Amber Key to resolve the complaint.