At Homeli, we are committed to delivering a high standard of service to all our clients and customers. If something goes wrong, we want to hear about it - your feedback helps us to improve.

We understand that some individuals may require additional support. Where appropriate, we will make reasonable adjustments for consumers who may be disadvantaged due to age, disability, infirmity, language barriers, financial hardship, bereavement, or other personal circumstances.

How to Make a Complaint

If you have a complaint, please put it in writing and include as much detail as possible. You can send this by email or post.

Once received, we will follow the steps below.

What Happens Next?

1. Acknowledgement
We will acknowledge your complaint in writing within three working days of receiving it. We will also include a copy of this complaints procedure.

2. Investigation
Your complaint will be investigated by the office manager (or appropriate senior staff member). They will review your file and speak with any relevant team members involved.

3. Response
We will provide a formal written response with the outcome of our investigation within 15 working days of receiving your original complaint.

4. Further Review
If you remain dissatisfied, you may request a further review by a senior member of staff. We will respond in writing within 15 working days of receiving your request, confirming our final viewpoint.

Next Steps – The Property Ombudsman

If you are still not satisfied after receiving our final viewpoint letter—or if more than 8 weeks have passed since your complaint was first made—you can refer the matter to The Property Ombudsman for an independent review, free of charge.

Contact Details:

The Property Ombudsman
Milford House
43–55 Milford Street
Salisbury
Wiltshire
SP1 2BP
01722 333 306
www.tpos.co.uk

Important Information:

• You must submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter.

• The Ombudsman will only consider your complaint after it has been addressed through our in-house complaints procedure.