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Complaints Procedure



Your Property Ladder Ltd  are committed to providing services to your satisfaction. However, if you feel you have not received the level of service you expected we would be pleased to hear from you to discuss any issues or complaints in order to obtain a satisfactory resolution alongside help us to maintain our commitment to excellent client service.


If you feel your complaint has not been resolved to your satisfaction we will invite you to conduct a formal complaint in writing by letter or email. We will require you to provide a written summary and forward on to our local office.

We will acknowledge your complaint within 3 working days of it being received and we will contact you in hope of discussing the matter further prior to instigating a full investigation.

Once we have completed the investigation we will contact you advising you of the outcome in writing within 15 working days of the original complaint.


Stage One  - Your Complaint   

Kindly contact us by email or letter and address it to The Manager and include as much information as possible including dates and timescales alongside the names of any members of staff you have previously dealt with attaching any documentary evidence as necessary. 


All correspondence should be directed to :

The Manager

Registered Address. Rodin House, 1 Ivy Grove, Ripley, Derbyshire, DE5 3HN.

01773 570900

Place of Registration England

Registration Number 07321026



Stage Two  - Acknowledgement 

We will acknowledge your complaint within 3 working days and we will start our inhouse  complaints procedure 


Stage Three - Our Investigation 

Your complaint will be investigated and a formal written response will be given to you within 15 working days addressing your specific complaint and proposing any relevant resolution.


Stage Four - Our Final View Point

If you are not happy with our final view point and would to discuss matters further please contact us to arrange an office appointment and this will outline our final view point on matters and we will provide a formal written response within 15 working days.


Stage Five - The Property Ombudsman  

If you still feel your complaint has not been satisfied you can refer such matters to:

The Property Ombudsman
Consumer Enquiries
Milford House
43-55 Milford Street

Tel : 01722 333306

Email :

Website :


The Property Ombudsmen will consider and review complaints in respect to service levels provided, however, they cannot investigate Bond Deposit matters and there is a 12 months time limit for referring complaints to the them.