Complaints Procedure


Your Property Ladder 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.

All correspondence should be directed to : 

The Manager
Registered Address 36 Oxford Street, Ripley, Derbyshire, DE5 3AP.

01773 570900

Place of Registration England  

Registration Number 7321026

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 T.P.O.

The Property Ombudsman PI+CPM Rightmove