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Complaints Procedure

Oliver Jaques complaints procedure has been designed to ensure that all matters are dealt with as quickly and efficiently as possible. Every attempt will be made to try and resolve matters to your complete satisfaction.

Information for our Clients

Our aim is to provide the highest standards of service and if you are unhappy with any element, we would like to hear from you and to have the opportunity to rectify the matter as soon as possible. We are a member of The Property Ombudsman (TPO) scheme and we follow the guidance of the best Code of Practice issued to us by the Ombudsman.

We have put in place the following complaints process which we will follow in dealing with any complaint. 

Stage 1: Member of the Team

Sometimes things don’t go exactly as planned. If you are at all unhappy, we would hope that you will inform the member of staff with whom you have been dealing and try to resolve the issue.

Stage 2: Compliance Manager 

If they are unable to resolve the situation to your satisfaction, you should refer the matter to our Compliance Manager:-

Mr Michael Petherbridge - 229 – 231 Lower Road, Surrey Quays, London SE16 2LW. Or via email

Your complaint will be acknowledged within 24 hours but no longer than 3 working days, investigated thoroughly in accordance with established in house procedures, and a formal reply will be sent to you within 15 working days of receipt of your compliant.

Stage 3: Director

If you are not satisfied with the outcome of our initial investigation, you are provided with a further opportunity to have the complaint reviewed by our Director:

Miss Nicola Heard – 229 – 231 Lower Road, Surrey Quays, London SE1 6 2LW. Or via email

Stage 4: The Property Ombudsman Service

If following the response from the Director, you are still not satisfied with the proposed resolution, you may approach The Property Ombudsman (TPO). Details of how to file the complaint will be included within the Managing Director’s final response. The following link to The Property Ombudsman Service (TPOS) will also provide all the information you may require.