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Complaints About Our Service

Our aim at Otters Home Search Limited is to provide a first class service to all clients and to do everything we can to make sure that you are satisfied.   

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For us to help resolve any service complaint, the complaint must be made within six months of the event occurring.  

 

Please address any complaints to:  

Otters Home Search Limited, The Dutch Barn, Bremhill Grove Farm, East Tytherton, Chippenham, Wiltshire SN15 4LX 

 

Or by email to:  

Francesca Watson francesca@ottershomesearch.com or Abbie Long abbie@ottershomesearch.com 

 

The timescales for dealing with a service complaint are as follows: 

  • You will receive a response from us within 5 working days 

  • If we are unable to resolve the matter within this initial 5 working days because we need more time to investigate, you will receive our response within 15 working days 

  • If we are satisfied the matter has been resolved, then we reserve the right not to enter into anymore correspondence and the complaint will be closed 

 

We are also members of the Property Redress Scheme (Membership Number PRS040646) so if you feel that we have not resolved the complaint between us, please refer to the Property Redress Scheme by email at complaints@theprs.co.uk or by post to Property Redress Scheme 1st Floor, Premiere House Elstree Way Borehamwood Hertfordshire WD61JH 

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