Complaints Procedure

Last updated: June 25, 2026

Marple View Property Ltd trading as Property Strategies is committed to providing a high-quality service to all our clients. We take all complaints seriously and aim to resolve them fairly, promptly, and in a transparent manner. This complaints procedure outlines how you can raise a complaint and how it will be handled.

Stage 1: Making a Complaint

If you are unhappy with any aspect of our service, please contact us as soon as possible so we can investigate and resolve the matter. You can raise a complaint using any of the following methods:

When making a complaint, please provide us with:

• Your full name and contact details (phone number and email address)
• The property address or deal reference if applicable
• A clear description of your complaint, including dates and any relevant details
• Any supporting documentation or evidence
• What outcome you are seeking

Stage 2: Initial Acknowledgment

Upon receiving your complaint, we will acknowledge it in writing within 3 working days. We will provide you with the name and contact details of the person handling your complaint and confirm our understanding of the issues raised.

Stage 3: Investigation

We will conduct a full, impartial investigation into your complaint. During this process we may contact you to request further information or clarification. All communication will be handled with discretion and confidentiality.

We aim to provide a final response within 8 weeks of receiving your complaint. In most cases, we will resolve complaints much sooner. If we require more time to investigate complex matters, we will keep you informed of our progress at regular intervals.

Stage 4: Our Response

Once our investigation is complete, we will provide you with a written final response that includes:

• The findings of our investigation
• Whether your complaint has been upheld, partially upheld, or not upheld
• If upheld: details of any remedial action we will take
• If not upheld: a clear explanation of our findings and reasoning
• Any offer of redress, compensation, or goodwill gesture where appropriate
• Information on your next steps if you remain dissatisfied

Stage 5: Escalation — If You Remain Unsatisfied

If you are not satisfied with our final response, you can escalate your complaint. Please contact us again within 8 weeks of receiving our final response, clearly stating why you remain dissatisfied.

A senior member of our management team will review your case independently. We will provide a final review decision within 4 weeks. This represents our final position on the matter.

Stage 6: External Resolution

As a UK property business, if your complaint cannot be resolved through our internal procedure, you may have the right to refer the matter to the relevant external body. We will advise you on the appropriate route based on the nature of your complaint.

For property and conveyancing matters, we will inform you about the relevant ombudsman or regulatory body that can review your case. We will provide you with the necessary contact details and information to pursue your complaint externally.

Stage 7: Keeping Records

We maintain a central complaints register to track all complaints received, actions taken, and outcomes achieved. This register is reviewed regularly by management to identify trends and drive continuous improvement in our services.

Complaints records are retained in accordance with UK data protection law (GDPR) as referenced in our Privacy Policy.

Summary of Timescales

Fraud Prevention Notice

To protect your interests, we will only discuss the details of your complaint directly with you or someone you have explicitly authorised. If you are acting on behalf of someone else, please ensure we have their written consent before disclosing personal information.