At Orange Property Services UK Ltd, we are committed to providing the highest standards of service to all our clients and customers.

As members of The Property Ombudsman (TPO), we are committed to ensuring that any concerns or complaints are handled fairly, professionally and promptly.

We recognise that occasionally things may not go as expected. Should you be dissatisfied with any aspect of our service, we welcome the opportunity to investigate your concerns and, wherever possible, reach a satisfactory resolution.

Stage 1 – Initial Complaint

If you wish to make a formal complaint, please contact our Manager in the first instance, preferably in writing.

Your complaint will be acknowledged within 3 working days of receipt.

Where the complaint concerns the Manager or another person directly involved in the matter, it will be referred to an appropriate senior member of staff or the Director to ensure a fair and impartial investigation.

Stage 2 – Investigation and Written Response

Your complaint will be thoroughly investigated, and we will provide a formal written response setting out our findings and any proposed resolution within 15 working days of receiving your complaint.

In exceptional circumstances, where further investigation is required, we will explain the reason for any delay and confirm when you can expect our response.

Stage 3 – Director's Review

If you remain dissatisfied with the outcome of the initial investigation, you may request a further review.

Your complaint will then be reviewed by the Director or another appropriate senior person who has not previously determined the complaint, wherever practicable.

We will provide our final written response, known as our Final Viewpoint Letter, within 15 working days of receiving your request for a review.

Our Final Viewpoint Letter will explain our findings, confirm our final position and provide details of your right to refer the matter to The Property Ombudsman.

Stage 4 – Referral to The Property Ombudsman

If you remain dissatisfied following our Final Viewpoint Letter, you may refer your complaint to The Property Ombudsman for independent consideration.

You may also refer your complaint to The Property Ombudsman if 8 weeks have passed since we received your complaint and the matter remains unresolved.

Referrals should normally be made within 12 months of our Final Viewpoint Letter, subject to The Property Ombudsman's applicable rules.

The Property Ombudsman provides a free, independent and impartial dispute resolution service.

The Property Ombudsman

Website: https://www.tpos.co.uk
How to make a complaint: https://www.tpos.co.uk/consumers/how-to-make-a-complaint

Our Commitment

We take all complaints seriously and aim to resolve concerns constructively and fairly.

We ask that all communication throughout the complaints process remains courteous and respectful. Whilst we understand that complaints can arise from frustrating circumstances, abusive, threatening or intimidating behaviour towards our staff will not be tolerated.

This does not affect your right to raise a complaint or have it considered fairly under our complaints procedure.