Jackie Oliver & Co is committed to providing a professional, fair, and transparent service to all our clients and customers. We value feedback and take complaints seriously, as they help us improve our standards and service.

This policy applies to all estate agency, lettings, and property management services provided by Jackie Oliver & Co.

How to make a complaint

If you are unhappy with our service, please contact us as soon as possible so that we can try to resolve the issue promptly.

Complaints can be made:

• In writing by email or letter

• With as much detail as possible to help us investigate fully

We will make reasonable adjustments for customers who may be disadvantaged due to age, disability, illness, language barriers, or other circumstances.

What happens next?

1. Acknowledgement:
   We will acknowledge receipt of your complaint within three working days, confirming who is dealing with it and enclosing a copy of this complaints procedure.

2. Investigation:
   Your complaint will be investigated by the Office Manager or a senior member of staff, who will review the file and speak with any relevant staff.

3. Formal response:
   We will provide a written response within 15 working days of receiving your complaint, setting out our findings and proposed resolution.

4. Review stage:
   If you are not satisfied with the response, you may request a further review. This will be carried out by a different senior member of staff, where possible.

5. Final viewpoint:
   We will issue our final written viewpoint within 15 working days of receiving your request for review.

Independent redress:

Jackie Oliver & Co is a member of The Property Ombudsman, which provides an independent redress service.

If you remain dissatisfied after receiving our final viewpoint, or if more than eight weeks have passed since you first made your complaint, you may refer the matter to The Property Ombudsman free of charge.

The Property Ombudsman Membership number: N00004

The Property Ombudsman

Address: Unit 159756, PO Box 7169, Poole, BH15 9EL

Tel: 01722 333306
Email: admin@tpos.co.uk
Website: www.tpos.co.uk

You must submit your complaint to The Property Ombudsman within 12 months of the date of our final viewpoint, including copies of all relevant correspondence and evidence.

The Property Ombudsman requires that all complaints are first considered through our in-house complaints procedure before they can be reviewed independently.

Last updated: 12 April 2026