At Snuggle Living, we work hard to give every client, landlord, tenant and buyer the best possible service.
However, we know that sometimes things can go wrong. If you ever feel unhappy with any part of our service, please let us know — we take all feedback seriously and will do our best to put things right quickly and fairly.

 

 How to Make a Complaint

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You can get in touch with us in whichever way suits you best:

Email: info@snuggleliving.co.uk
Phone: 07721 759265
Post: Snuggle Living Estate Agency, 3 Tun Lane, South Hiendley, S72 9BZ

Website form: 

If you need help making your complaint (for example, accessibility support), we’ll do our best to assist you.

 

Our Complaints Process

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We have a two-stage process that ensures your complaint is handled fairly and independently.

Stage 1 – Let’s Try to Resolve It

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• We’ll acknowledge your complaint within 3 working days.

• Faith will review what’s happened.

• You’ll receive a written response within 15 working days explaining what has been found and how we plan to resolve things.

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If you’re not happy with this outcome, you can move to Stage 2.

Stage 2 – Final Review

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• Your complaint will be reviewed by a Director or Senior Manager.

• We’ll acknowledge this within 3 working days and send you a final written response within 15 working days.

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This will be our final viewpoint letter — if you still feel unhappy, you have the right to contact the Property Ombudsman for an independent review.

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Independent Redress – The Property Ombudsman

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If we haven’t been able to resolve your complaint within 8 weeks, or you’re still dissatisfied after our final response, you can refer the matter to:

 

The Property Ombudsman (TPO)
Milford House, 43–55 Milford Street, Salisbury, SP1 2BP

 www.tpos.co.uk
01722 333 306
admin@tpos.co.uk

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You must contact TPO within 12 months of our final response.
We are fully registered with and follow The Property Ombudsman’s Code of Practice.

 

How We Use Complaints to Improve

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Every complaint is logged and reviewed by us.
We regularly check for patterns and use your feedback to improve how we work — from communication and service quality to training and processes.

 

Respectful Communication

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We promise to treat all clients and customers with respect and courtesy, and we ask for the same in return.
We may limit or manage contact if communication becomes unreasonable or abusive, but we will always explain this clearly.

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Confidentiality & Data Protection

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All complaints are handled in confidence and in line with UK GDPR and Data Protection laws.

 

Policy Review

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This Complaints Procedure is reviewed annually and updated where needed to meet current legal and regulatory standards.

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We’re proud to be members of:

• The Property Ombudsman (TPO)

• Propertymark

• Information Commissioner’s Office (ICO)