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Customer Complaints Procedure

Complaints Process

Step 1: Please write either via post or email to the Branch Manager (see below) with details of your complaint setting out the reasons for your grievance together with dates, names of staff members you had dealings with, methods of communication and enclose any evidence which you feel supports your case.

Step 2: The Branch Manager is required to acknowledge receipt of your letter/email within 3 working days via the same method of contact.

Step 3: The Branch Manager will review your complaint and provide you with a formal written outcome of their investigation within 10 working days of receiving the complaint.

Step 4: If you are not satisfied with the Branch Manager's response you may write to the Complaints Manager at the following address: Neil Templeton, Director, Templeton Robinson, 326 Upper Newtownards Road, Belfast BT4 3EX. Email:

He will carry out a separate review of your complaint resulting in a final view (“Final View”) which will be sent to you within 10 working days of the matter being escalated to him.

Step 5: Should you still be dissatisfied after receiving our Final View, then you have the option of referring your complaint to The Property Ombudsman. Please note you must refer your complaint to them within 12 months of receiving our Final View for the Ombudsman to consider it.

The Property Ombudsman, Milford House, 55 Milford Street, Salisbury SP1 2BP

Branch Managers

Lisburn Road: Lisa Nesbitt -
North Down: Judith Gilchrist -
Lisburn City: Ashley Black -
Ballyhackamore: Sara Cahoon -