Privacy Policy

Steel & Co Ltd – Complaints Procedure

Commercial Property Services

At Steel & Co Ltd, we take pride in providing a professional, responsive and friendly service. However, we acknowledge that sometimes things may not go as expected. When that happens, we want to resolve matters quickly and fairly.

We’ve set out the process below so you know exactly what to expect.

How to Make a Complaint

If you’re unhappy with any aspect of our service, please tell us as soon as possible. You can do this in person, by phone, by email or in writing. Your complaint will be recorded, and a member of our team will be assigned to handle your case.

Where possible, the person handling your complaint will not have been directly involved in the matter you’re raising — to ensure your concerns are considered objectively.

Our Response Process

We aim to resolve complaints informally and quickly — ideally within one working day.

If that isn’t possible, we will send a written acknowledgement within five working days, confirming who is handling the matter and attaching a copy of this complaints procedure.

You will receive a final written response within eight weeks. If we’re unable to meet this deadline, we will keep you updated and explain why.

Escalation

If at any stage you are dissatisfied with how your complaint is being handled, you may escalate it by writing to:

The Managing Director

Steel & Co Ltd

92 High Street

Lowestoft

NR32 1XW

You will receive a response within five working days of receipt.

Independent Redress

If you are still not satisfied with the outcome — or if eight weeks have passed since your complaint was first received — you may refer the matter to our independent redress scheme:

The Property Ombudsman (TPO)

Milford House

43–55 Milford Street

Salisbury SP1 2BP

Telephone: 01722 333306

Email: complaint.info@tpos.co.uk

Website: www.tpos.co.uk

You must refer your complaint to TPO within 12 months of our final correspondence.

Propertymark

Steel & Co Ltd is also a member of Propertymark, which offers a further route for raising concerns regarding professional standards.

Email: complaints@propertymark.co.uk

Website: www.propertymark.co.uk/professional-standards/complaints