Complaints Procedure

We aim to provide a good service every time. If we've fallen short, we want to know, so we can put it right.

How to complain

Please put your complaint in writing, by email to enquiries@five-towns.co.uk or by post to 27 Birch Terrace, Stoke-on-Trent, ST1 3JN, including your contact details, the property or matter concerned, and what you'd like us to do to resolve it.

What happens next

• We'll acknowledge your complaint within 3 working days
• We'll investigate and send a full written response within 15 working days
• If we need longer, we'll tell you why and give a revised timescale
• If you're not satisfied with our response, you can ask for it to be reviewed by a senior member of the team

If we can't resolve it

If your complaint isn't resolved to your satisfaction within 8 weeks of us receiving it, or you're unhappy with our final response, you can refer it to the Property Redress Scheme, an independent, government-approved redress scheme we're a member of (membership number PRS011880). This service is free to use.

Property Redress Scheme
Limelight, 1st Floor, Studio 3, Elstree Way, Borehamwood, Hertfordshire, WD6 1JH
0333 321 9418  ·  info@theprs.co.uk  ·  propertyredress.co.uk

Complaints must generally be referred to the Property Redress Scheme within 12 months of our final response.

Client Money Protection complaints

Five Towns is also a member of the Money Shield Client Money Protection scheme (membership number 72587914). See our Client Money Protection page for details.