Compliant Procedure

In-House Complaints Procedure

At OMG ProLET LTD, we are dedicated to providing a professional and high-quality service to all our clients and customers.
If something goes wrong, we want to hear from you your feedback helps us improve our standards and service delivery.

We will, where appropriate, make reasonable adjustments for consumers who may be disadvantaged because of age, disability, language barriers, financial difficulties, or bereavement.

How to Make a Complaint

Please put your complaint in writing, including as much detail as possible, and send it to:

📧 omgprolet@gmail.com
📮 100 Mildmay Road, Romford, RM7 7BU

We will acknowledge receipt of your complaint within three working days and handle it according to the timescales below.
(If your complaint is not resolved within eight weeks, you may refer it to The Property Ombudsman for an independent review.)

What Happens Next

  1. Acknowledgement – We will confirm receipt of your complaint in writing within 3 working days.
  2. Investigation – The Office Manager will review your file and consult the relevant staff member. You will receive a formal written outcome within 15 working days.
  3. Further Review – If you are not satisfied, you may request a review by a senior member of staff, who will provide a final viewpoint within 15 working days.
  4. Independent Review – If still unresolved (or more than 8 weeks have passed since your initial complaint), you can refer the matter to The Property Ombudsman for a free and independent review.

The Property Ombudsman Contact Details

33 The Clarendon Centre, Salisbury Business Park,
Dairy Meadow Lane, Salisbury, SP1 2TJ

📞 01722 333 306 (Mon–Fri, 09:00–16:30, excluding bank holidays)
📧 admin@tpos.co.uk
🌐 www.tpos.co.uk

Important Notes

  • You must refer your complaint to The Property Ombudsman within 12 months of our final viewpoint letter.
  • The Property Ombudsman requires that all complaints are first addressed through this in-house procedure before being considered for independent review.

📧 omgprolet@gmail.com
📮 100 Mildmay Road, Romford, RM7 7BU

Thank you for bringing your concerns to our attention.

We take all complaints seriously and aim to resolve them promptly, fairly, and professionally.