New homes

Complaints Procedure

Our Policy

We hope to provide you with a service that you will be happy to recommend to others. 

We will do our best to ensure that your transaction is conducted efficiently, that your calls are dealt with promptly and that you are kept properly informed about the progress of your matter.  

What if things go wrong?

Occasionally, despite our best intentions, we do understand that things can go wrong.  If you feel that you are not receiving the service you expect, we would ask that you immediately raise this with a member of our staff.

Alternatively, or if you are not satisfied that your issue has been resolved, please contact the Branch Manager or department head of the relevant office. It is helpful to have your complaint in writing (letter or email) wherever possible but you may also contact us by telephone if that is more convenient.  

To ensure impartiality and objectivity, your complaint will be investigated by a senior member of staff who has not been involved in the conduct of your transaction.  

What happens next?

Once we have received your complaint we will acknowledge it in writing within 3 days, setting out clearly the issue that we understand you require us to investigate, and will at that time advise you of the date when we expect to be able to respond in full. .  This date will normally be no later than 15 working days from when we received your complaint.

What if I am still not satisfied with the outcome?

If you are dissatisfied with our handling of your complaint and would like us to review the way we have dealt with it, we offer you the right to request that a Director be asked to carry out a review of the response to your complaint.  If you wish us to do so, please ask us in writing. We will then advise you of the outcome of that review within 15 working days of receipt of your request for a review.

If you remain dissatisfied with the outcome of your complaint after receiving a Final Viewpoint letter from the Director, you may approach The Property Ombudsman to request that they consider the complaint further where you remain dissatisfied with any aspect of our handling of your complaint:-

Telephone: 01722 333306

Address:The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury,   Wiltshire SP1 2BP   


Unless it agrees there are good reasons not to do so, The Property Ombudsman will expect you in the first instance to allow us to consider and respond to your complaint in accordance with the procedure set out above.  You can refer your complaint to The Property Ombudsman up to 12 months after you have received our final written response to your complaint.

Thomas Morris Sales & Lettings is the trading name of Thomas Morris Ltd. Registered in England Co.No.4377568   Registered Address: Newcastle House, Albany Court, Newcastle Business Park, Newcastle upon Tyne NE4 7YB