Complaints Procedure

At Foster & Co, we are committed to providing a professional, efficient and courteous service to all our landlords, tenants and customers. If you are dissatisfied with any aspect of our service, we want to know so we can investigate your concerns and work towards a fair resolution.

Stage 1 – Contact the Relevant Team

In the first instance, please raise your concerns with the member of staff handling your matter, many issues can be resolved quickly through discussion.

If your complaint cannot be resolved immediately, or you are not satisfied with the response, please submit your complaint in writing.

You can contact us by:

Please include:

  • Your full name and contact details.
  • The property address.
  • A clear description of your complaint.
  • Any relevant dates, correspondence or supporting documents.
  • The outcome you are seeking.

We will acknowledge receipt of your complaint within 3 working days.

Stage 2 – Formal Investigation

Your complaint will be investigated by a senior member of our team who has not been directly involved in the matter where possible.

We aim to provide a full written response within 15 working days of acknowledging your complaint.

If our investigation requires more time, we will keep you informed of progress and explain the reason for any delay.

Stage 3 – Final Review

If you remain dissatisfied after receiving our response, you may request that the complaint is reviewed by the Director or another senior manager.

You should request this review within 14 days of receiving our Stage 2 response.

We will carry out a final review and issue our Final Written Response within 15 working days wherever possible.

Independent Redress

If you remain dissatisfied after receiving our Final Written Response, or if 8 weeks have passed since you first made your complaint and it has not been resolved, you may refer your complaint to our independent redress scheme.

We are members of The Property Ombudsman (TPO), you may contact them at:

The Property Ombudsman
Milford House
43–55 Milford Street
Salisbury
Wiltshire SP1 2BP

Website: www.tpos.co.uk

Please note that the relevant redress scheme will only consider complaints once our internal complaints procedure has been completed.

Our Commitment

We treat every complaint seriously and fairly. Complaints help us improve our services, staff training and customer experience.

Our aim is to:

  • Listen carefully to your concerns.
  • Investigate impartially.
  • Keep you informed throughout the process.
  • Respond promptly and professionally.
  • Learn from feedback to improve our service.

If you require this complaints procedure in an alternative format or need assistance making a complaint, please contact us and we will be happy to help.

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