Greentree Lettings & Property Management is a member of The Property Ombudsman.  

Please see below for TPO Codes and Consumer Guides

Complaints procedure

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

If you have a complaint, please put this in writing to us at We will acknowledge receipt and respond in line with the timescales and stages set out below. The process should take no longer than 8 weeks.

We consider the needs of the individual and, where appropriate, make reasonable adjustments for consumers who might be disadvantaged because of factors such as their age, infirmity, disability, lack of knowledge, lack of linguistic or numeracy ability, economic circumstances, bereavement or do not speak English as a first language.

  • We will acknowledge the complaint in writing within 3 working days.
  • We will include a copy of our in-house complaints procedure with your acknowledgement.
  • A written response will be sent within 15 working days, explaining the outcome of your initial investigation.
  • If you remain unhappy, your subsequent complaint will be investigated and we will provide a written response within a further 15 days
  • Should you remain dissatisfied, you can refer your complaint to The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury SP1 2BP, Tel: 01722 333306 or by email to

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.  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.

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