COMPLAINTS PROCEDURE
Last updated: 6 March 2026
At Total Property Group, we aim to provide a professional, fair and transparent service. If you are unhappy with any part of our service, we want to hear about it and we will do our best to resolve the issue promptly and fairly.
This Complaints Procedure explains how prospective clients and clients can raise a complaint with us, how we will deal with it, and what you can do if you remain dissatisfied.
1. Who can make a complaint
This procedure applies to:
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prospective clients
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clients
If you have concerns about the service you have received from Total Property Group, you can raise a complaint with us using the details below.
2. How to make a complaint
You can make a complaint by email or by post.
Email: hello@totalpropertygroup.co.uk
Post:
Head of Complaints
Total Property Group
Unit 5 Marlborough Road
Wrexham Industrial Estate
Wrexham
United Kingdom
LL13 9RJ
To help us investigate your complaint as quickly as possible, please include:
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your full name
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your contact details
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details of your complaint
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the property or transaction concerned, if relevant
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what outcome you are seeking
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copies of any relevant documents or correspondence
3. How we will handle your complaint
We will aim to handle complaints in a clear, fair and timely way.
Our process is as follows:
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we will acknowledge your complaint within 2 working days
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we may contact you if we need further information or documents
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we will investigate the complaint and review the relevant information
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we will send you our full written response within 15 working days of receiving your complaint
If, for any reason, we are unable to provide our full response within 15 working days, we will let you know and explain why.
4. Our final response
Our final response will set out:
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the outcome of our investigation
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any action we propose to take, if appropriate
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whether we believe the complaint has been upheld, partially upheld or not upheld
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what to do next if you remain dissatisfied
5. If you are still unhappy
If you remain dissatisfied after receiving our final response, or if 8 weeks have passed since you first made your complaint and the matter has not been resolved, you may be able to refer your complaint to Property Redress. Property Redress is an independent redress scheme for property professionals.
Property Redress registration reference: ZA754261
You can find more information about Property Redress and how to make a complaint on their website.
6. Keeping records
We keep records of complaints and related correspondence so that we can:
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investigate complaints properly
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respond fairly and consistently
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improve our service
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meet our legal and regulatory responsibilities where applicable
We will handle personal data relating to complaints in line with our Privacy Policy.
7. Related policies
You may also wish to read our:
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Terms of Business
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Compliance & Consumer Protection page
8. Changes to this Complaints Procedure
We may update this Complaints Procedure from time to time. Any changes will be posted on this page and the "Last updated" date will be revised.
