Complaints procedure

Everything you need to know about complaints procedure process

Welcome Home’ Complaints Procedure

At Welcome Home, we endeavour to provide the highest levels of service. We do however recognise that on occasion things do not go according to plan. In such instances, Welcome Home operates an internal complaints procedure.
In the first instance, please contact directly the director of Welcome Home, Ms Manuel Detogni, RICS member directly on or at out address by post on:

Welcome at Home ltd C/o Manuel Detogni 146 Strand, London WC2R 1JD
If you are unable to resolve the matter with the staff you are liaising with, please send a summary of your complaint by email addressed to the director or by post to the office.

We will acknowledge receipt of your written complaint within 3 days and tell you who will be investigating your complaint.
Within a further 15 working days the relevant person will write to you to inform you of the outcome of the investigation into your complaint and to let you know what (if any) actions have been or will be taken. If a longer period is required to consider your complaint you will be notified in writing with a revised timescale.
This response will express Welcome Home final view point. If you remain dissatisfied, you are entitled to refer the matter to The Property Ombudsman within 12 months for a review

If you remain dissatisfied, you can then contact The Property Ombudsman to request an independent review:
The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP – T: 01722 333 306 / W:

Being a member of Propertymark, you can opt for The Propertymark Complaints and procedure.

Propertymark investigate complaints against their members where there is evidence an agent has breached their Conduct and Membership Rules.
Examples of this include, but are not limited to, misuse of client money, failure to uphold high standards of ethical and professional practice, and failure to answer correspondence.

T: 01926 496 791 |


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.
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