Complaints Procedure

We hope that you will be more than happy with our services, but if you have a complaint, then we set out below the procedure which we will follow in dealing with that complaint.

  1. A person has been appointed to deal with complaints and you should not hesitate to contact that relevant person.  Details are set out below:-


    Richard Pullen (Managing Director)
    Pullen Associates Ltd
    Karroo House, Old Lyndhurst Road,
    Cadnam, Southampton
    SO40 2NL
    Tel: 023 8000 2500

  2. Where your complaint is initially made orally you will be requested to send a written summary of your complaint to the person dealing with it.

  3. Once we have received your written summary of the complaint we will contact you in writing within 7 days to inform you of our understanding of the circumstances leading to your complaint. You will be invited to make any comments that you may have in relation to this.

  4. Within 21 days of receipt of your written summary, the person dealing with your complaint will write to you, in order to inform you of the outcome of the investigation into your complaint and let you know what actions have been or will be taken.   We confirm that we would be pleased to talk this through with you thereafter.

  5. If a complaint has still not been resolved to your satisfaction, we agree to the referral of your complaint to an independent third party with the authority to award redress.

    For business to business complaints, we agree to the use of the Neutral Evaluation Procedure for Surveying Disputes:

    Neutral Evaluation Procedure for Surveying Disputes
    IDRS Ltd
    70 Fleet Street
    London
    EC4Y 1EU
    Tel 020 7520 3800
    Email: info@idris Ltd.uk
    www.idrs.ltd.uk

    For complaints from a consumer  (which means a person acting outside the course of any business of their own or a person to whom a duty of care is owed) in respect of all matter with the exception of Residential Leasehold Management, we agree to the use of the Centre for Effective Dispute Resolution (CEDR) as follows:

    The Centre for Effective Dispute Resolution (CEDR)
    70 Fleet Street
    London
    EC4Y 1EU
    Tel: 0207 536 6000
    Email: info@cedr.com
    www.cedr.com 

    For complaints from a consumer  (which means a person acting outside the course of any business of their own or a person to whom a duty of care is owed) in respect of Residential Leasehold Management, we agree to the use of The Property Ombudsman (TPO) as follows:

    The Property Ombudsman (TPO)
    Milford House
    43/55 Milford Street
    Salisbury
    SP1 2BP
    Tel: 01722 333 306
    Email: admin@tpos.co.uk
    www.tpos.co.uk