Complaints Procedure

At House of Hilbre®, we aim to keep every move clear, calm and professionally managed.

If something hasn’t met your expectations, we want to know. Most issues can be resolved quickly with an open conversation.

Where a formal complaint is needed, the following process applies.

1. How to Raise a Complaint

We’re real people - and we’re here to help.

If something doesn’t feel right, please just get in touch. In most cases, a quick conversation is the best place to start. We’ll always take the time to listen.

If, after speaking with us, you wish to raise a formal complaint, we will ask that it is confirmed in writing via our website so we can investigate properly and respond clearly.

To help us deal with it efficiently, please include:

• Your name and contact details
• The property address (if relevant)
• A clear summary of your concern
• The outcome you are seeking

2. What Happens Next

We will:

• Acknowledge your complaint within 3 working days
• Investigate the matter thoroughly
• Provide a full written response within 15 working days

If we require additional time due to complexity, we will inform you and confirm when you can expect our final response.

3. Final Viewpoint Letter

If, after investigation, you remain dissatisfied with our response, we will issue a Final Viewpoint Letter.

This letter confirms our position and marks the end of our internal complaints process.

4. Independent Redress

If your complaint is not resolved to your satisfaction after receiving our Final Viewpoint Letter - or if more than 8 weeks have passed since your original complaint - you may refer the matter to:

The Property Ombudsman (TPO)

Milford House

43-55 Milford Street

Salisbury

SP1 2BP

Tel: 01722 333 306

Website: www.tpos.co.uk

We are members of The Property Ombudsman scheme and comply with its Code of Practice.

5. Our Commitment

We treat complaints seriously and fairly.

Raising a complaint will never affect the way we handle your transaction.

Our aim is always to:

• Listen carefully
• Respond clearly
• Resolve matters professionally

6. Record Keeping

Complaints and correspondence are retained in accordance with our data protection obligations and may be shared with The Property Ombudsman where required.

House of Hilbre Ltd

West Kirby, Wirral

England & Wales