Complaints Procedure


Portico prides itself on the level of its customer service. However, occasionally things do go wrong, and you may need to complain. Please see our complaints procedure below.

Residential Estate Agency - Making a complaint

Information for Customers

Portico is a member of The Property Ombudsman (TPOS) and as such aims to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded, we have a Complaints Process in place. The aim of this process is to resolve any issues or concerns as quickly as possible, although in the majority of cases we hope that matters such as these are resolved at branch level.

Stage One - Speak to your consultant or Manager

All complaints should, in the first instance, be directed verbally to the Manager of the Portico department you have been dealing with. He or she will acknowledge the complaint within three working days of receipt and will endeavour to resolve your complaint immediately, no later than five working days of the first notification.

Stage Two - Write to the Divisional Manager or Director

If you remain dissatisfied, you may then further your complaint, which must be in writing, to the Divisional Manager or Director responsible for the department in question. You must write to them within one month of receiving the Office response. The Office manager can supply you with the details of the appropriate person. Your complaint will be acknowledged within three working days of receipt and a full and thorough investigation undertaken. A formal written outcome of the investigation will be sent to you within 15 working days. Following a Director’s investigation, a written statement expressing Portico’s final view will be sent to you within 8 weeks of the initial complaint. This will include any offer made.

Stage Three - The Property Ombudsman

After you have received a response from the Regional Director, you may approach the Ombudsman if you are not satisfied with the response given. Details of how to do this are contained within the final viewpoint letter, The Property Ombudsman Consumer Guide or online at http://www.tpos.co.uk Please note that you must do so within 12 months of the date of the final letter. The Property Ombudsman will not consider your complaint until our internal complaints process has been completed. The postal address for TPOS is: Milford House, 43 - 55 Milford Street, Salisbury, Wiltshire, SP1 2BP and the contact number is 01772 333 306.