Complaints Procedure 

Our Commitment To You

We are committed to providing a professional service to all our clients and customers.  When something goes wrong, we need you to tell us about it.  This will help us to improve our service going forward and resolve issues as soon as possible.

If you have a complaint, please put it in writing or email to us at, including as much detail as possible, including dates, names of any members of staff you dealt with and enclosing/attaching any supporting evidence.  We will then respond in line with the time frames set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).

What will happen next?

  • We will send you a letter/email acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.
  • We will then investigate your complaint. This will normally be dealt with by the office manager who will investigate your complaint and a formal written response addressing your specific complaints and proposing resolutions where appropriate.  Outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter/email.
  • If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.
  • We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.

If you remain dissatisfied, you can then contact The Property Ombudsman to request an independent review from the Property Ombudsman without charge:

The Property Ombudsman Ltd

Milford House

43-55 Milford Street




01722 333 306

Website:  email:

Please note the following:

You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.

The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.

YAB Ltd is registered with the The Property Ombudsman and our registration number is T03360.

The Property Ombudsman Consumer Guide