Complaints Procedure

We take complaints seriously and are committed to providing a high-quality service. If you are dissatisfied with any aspect of our service, please follow the process below.

Stage 1 — Contact Us Directly

Please put your complaint in writing to:

3 Property NE Ltd
566a Durham Road, Gateshead, England, NE9 6HX
Email:

We will acknowledge your complaint within 3 working days of receipt.

Stage 2 — Investigation

A senior member of staff will investigate your complaint and provide a full written response within 15 working days of acknowledgement. Where this is not possible due to the complexity of the complaint, we will write to explain the reason for the delay and confirm a revised timescale.

Stage 3 — Final Viewpoint

If you are not satisfied with our initial response, please write to us again to request a review. A director will review the complaint and provide a final written response, marked “Final Viewpoint”, within 15 working days.

Stage 4 — Escalating to the Ombudsman

If, after receiving our Final Viewpoint, you remain dissatisfied — or if 8 weeks have passed since you first raised your complaint with us without satisfactory resolution — you have the right to refer the matter to:

The Property Ombudsman
Membership number:

The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
SP1 2BP
Tel: 01722 333 306
Web: www.tpos.co.uk

Referral to The Property Ombudsman must be made within 12 months of our Final Viewpoint letter. There is no charge to consumers for using the Ombudsman service.

Other Routes

Depending on the nature of your complaint, you may also be able to contact:

• Citizens Advice — www.citizensadvice.org.uk
• Trading Standards — via the Citizens Advice consumer service on 0808 223 1133
• The Information Commissioner’s Office — for data protection complaints — ico.org.uk

Last updated: May 2026.