Terms and Conditions & Complaints Procedure

Terms and Conditions

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Compliants Procedure

Information for Customers. Norgans is a member of The Property Ombudsman (TPOS) and as such aims to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded, we have a Complaints Process in place.

The aim of this process is to resolve any issues or concerns as quickly as possible, although in the majority of cases we hope that matters such as these are resolved at branch level. Complaints Procedure. Norgans prides itself on the level of its customer service. However, occasionally things do go wrong, and you may need to complain. Please see our complaints procedure below.

Stage One – Morag Norgan, Partner. All complaints should, in the first instance, be directed to Morag Norgan. She will endeavour to acknowledge your compliant within three working days of receipt of your letter and provide you with a full written response within 15 working days.

Stage Two – Meeting with minimum two Partners. If you remain dissatisfied, you may address your concerns in writing to The Partners. Your letter will be acknowledged within three working days of receipt and you will be provided with a final view written response on behalf of the Company within 15 working days of receipt of your letter.

Stage Three – The Property Ombudsman. After you have received a response from the Managing Director and if you are not satisfied with his proposed resolution, you can contact The Property Ombudsman Service.

Please refer to contact details below.


The Property Ombudsman

Milford House

43-55 Milford Street


Wiltshire SP1 2BP

Email: admin@tpo.co.uk

Telephone: 01722 333306

Please note that you must do so within twelve months of the date of the final letter. The Property Ombudsman will not consider your complaint until our internal complaints procedure is exhausted.