Privacy policy
Customer Service Quality Policy
Your Guide to Our Complaints Procedure
Issue Date: January 2026
1. Purpose
We are committed to delivering a high-quality service to all our clients and residents.
If something goes wrong, we want to hear about it so we can resolve the issue promptly and continuously improve our services.
2. How to Make a Complaint
If you are unhappy with any aspect of our service, please contact us as soon as possible using one of the following methods:
📍 By Post:
Clare Warnham Ltd
Pipers Corner, Old School Lane
Ryarsh, Kent, ME19 5LP
📧 By Email:
cgw@clarewarnham.co.uk
📞 By Phone:
07980 353220
Please include:
- Your full name and contact details
- The property or development concerned
- A clear description of your complaint
- Any relevant dates, documents, or supporting evidence
3. Stage 1 – Initial Resolution
- Your complaint will be acknowledged within 3 working days
- We aim to provide a full response within 15 working days
- If additional time is required, we will inform you and provide a revised timeframe
4. Stage 2 – Independent Redress
If you remain dissatisfied after our internal complaints process, or if 8 weeks have passed, you may refer your complaint to:
The Property Ombudsman (TPO)
Milford House, 43–55 Milford Street
Salisbury, Wiltshire, SP1 2BP
📞 01722 333 306
📧 admin@tpos.co.uk
🌐 www.tpos.co.uk
You must refer your complaint within 12 months of our final response.
Building Safety Regulator (If Applicable)
If your complaint relates to high-rise residential buildings and concerns structural safety or fire risks, you may contact:
📞 0300 790 6787
🌐 www.hse.gov.uk
Financial Ombudsman Service
You also have the right to refer your complaint to the:
Financial Ombudsman Service
📞 0300 123 9123
🌐 www.financial-ombudsman.org.uk
Address:
Exchange Tower
London
E14 9SR
🕒 Monday–Friday: 8am–8pm
🕒 Saturday: 9am–1pm
⚠️ You must refer your complaint within 6 months of our final response.
5. Important Note
All complaints must first go through our internal complaints procedure before being referred to any independent body.
6. Record Keeping
We maintain a record of all complaints for:
- Monitoring performance
- Staff training
- Continuous improvement
7. Policy Review
This policy is reviewed annually to ensure it remains effective and compliant with industry standards.
