Complaints Procedure

Complaints Procedure

Sales -

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.

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).

What will happen next?

  • We will send you a letter acknowledging receipt of you complaint within three working days of receiving it, enclosing a copy of this procedure.
  • We will then investigate your complaint. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.
  • If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.
  • We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
  • If you are still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.

The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP, 01722 333 306

Please note the following:

You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.

The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.

The Property Ombudsman membership number for SA Property is D10244.

Lettings -

Landlords & Tenants

SA Property has an in-house complaints policy which must be followed in order for any unresolved complaints to be escalated. SA Property is a member of The Property Ombudsman, where the person is unsatisfied with the way the complaint has been handled in-house, he may refer the matter to the scheme for a further decision. The Property Ombudsman is able to offer free, impartial and independent service for the resolution of unresolved disputes between consumers and property agents. The membership number for SA Property is D10244.

We are committed to dealing effectively with any complaints you have about our service. If we have made a mistake we will apologise and try to put things right. We review complaints regularly. Wherever possible, we will use this information to improve the way we do things. We also welcome comments and compliments about the service we have provided.

We want it to be simple and convenient for you to raise a complaint, make a comment or pay us a compliment. To do this you can:

Call 01792 893000


Write to – SA Property, 89 High Street, Gorseinon, Swansea, SA4 4BL

What can you expect from us when you make a complaint?

If we receive a complaint from you, we will do all that we can to help you and we will try to find a solution to any problems you have brought to our attention.

We will ensure that:

  • Your complaint is acknowledged within 3 working days of the date that it is received
  • We will aim to resolve the complaint within 15 working days - if your complaint is more complex we may need more time.
  • We will let you know within the 15 working day period if we think it may take longer to investigate your complaint and tell you how long we expect it to take, providing regular updates.

We will respect your right to confidentiality and privacy and we will treat you fairly and in accordance with our commitment to equality.

If you are asking us for a service for the first time e.g. repairs, you should give us a chance to put things right.

If you are not happy with our response and you let us know, we will then treat it as a complaint. The person who is investigating your concerns will firstly aim to establish the facts. In some instances we may ask to meet you to discuss your concerns.


Following our investigation, we will let you know what we have found and we will use your preferred form of communication, such as letter or e-mail, when we contact you. We will explain how and why we came to our conclusions.

If we find that we have done something wrong, we will tell you this, explain what happened and apologise.

If we find there is a fault in our systems or the way we do things, we will tell you what it is and how we plan to change things to stop it happening again.

Putting things right

If there is a simple solution to your problem, we may ask you to accept this solution. For example, where you asked for a service and we see straight away that you should have had it; we will offer to provide the service rather than continue to investigate

Staff training

We will make sure that our staff are trained to handle complaints effectively and receive appropriate training in the use of the Complaints Policy.

The Redress Scheme

We are a member of Rent Smart Wales and the Property Ombudsman.You can contact the Redress Scheme at any time. However, they are unable to deal with a complaint until our complaints process has been completed and we have had a chance to put things right.

The Property Ombudsman membership number for SA Property is D10244.