Last updated July 2026
We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
We will where appropriate, make reasonable adjustments for consumers who might be disadvantaged because of factors such as their age, infirmity, disability, lack of knowledge, lack of linguistic or numeracy ability, economic circumstances, bereavement or do not speak English as a first language.
If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).
Stage One
Please direct your complaint initially to the relevant Head of Department. If your complaint remains unresolved, or if the Head of Department has been directly involved in the matter, you may submit a formal written complaint by:
Email
Post
North Property Group
2nd Floor, 8–16 Newton Street
Manchester
M1 2AN
Your complaint will be acknowledged within three working days of receipt.
A Team Leader or Head of Department will contact you to discuss the matter before carrying out a full investigation. Following completion of the investigation, you will receive a written response within 15 working days of receiving your complaint.
If, exceptionally, we are unable to provide our full response within this timescale, we will write to explain the reason for the delay and provide a revised response date.
Stage Two
If you remain dissatisfied with our Stage One response, you may request a further review by emailing .
A Director who has not previously been involved in the matter will undertake an independent review wherever reasonably practicable.
You will receive:
- A written acknowledgement within three working days; and
- A Final Viewpoint Letter within 15 working days of receiving your request for review.
If we are unable to provide our Final Viewpoint Letter within this timeframe, we will write to explain why and confirm when you can expect our final response.
Stage Three
If you remain dissatisfied following receipt of our Final Viewpoint Letter, or if more than eight weeks have passed since your complaint was first made, you may refer your complaint free of charge to The Property Ombudsman.
The Property Ombudsman Ltd
Unit 159756,
PO Box 7169,
Poole,
BH15 9EL.
Email:
Telephone:
01722 333 306
Website:
Complaints:
Complaints must be referred within 12 months of receiving our Final Viewpoint Letter.
What will happen?
- We will acknowledge receipt of your complaint in writing within three working days and provide a copy of this Complaints Procedure.
- Your complaint will be investigated by the appropriate Team Leader or Head of Department, who will review the circumstances and speak with the relevant staff members where appropriate.
- We will provide our Stage One response within 15 working days of receiving your complaint.
- If you remain dissatisfied, you may request a Stage Two review by a Director.
- We will issue our Final Viewpoint Letter within 15 working days of receiving your request for review.
- If you remain dissatisfied, or if more than eight weeks have elapsed since your complaint was first made, you may refer your complaint to The Property Ombudsman free of charge.
Important Information
- Complaints must first progress through our internal complaints procedure before The Property Ombudsman can undertake an independent review.
- Complaints must be referred to The Property Ombudsman within 12 months of receiving our Final Viewpoint Letter.
- Please provide any supporting documentation when referring your complaint.
