Complaints Policy

Nuttall Parker are a member of The Property Ombudsman Service (TPOS) and aim to provide the highest standard of service to all our customers. In order to ensure that your interests are safeguarded, we have put into place a set process by which any raised complaints are handled; this allows us to handle any issues or concerns effectively and wherever possible, as soon as they are raised.

Below are the steps when making a formal complaint –


Step One – Branch Manager

Initially, all complaints can be directed to the Branch Manager of the Branch you have been dealing with. They will endeavour to respond as soon as possible,  otherwise no later than 14 working days from when they received notification of the issue.

Step Two – General Manager

If you remain dissatisfied and wish to further your complaint, the branch manager will provide you with the General Managers Contact Details. A separate final review of the complaint by the company will be sent to you within 15 working days.

If we do not hear from you within a further eight weeks from the date of our response, we will assume the matter has been addressed and we will close our file.

Contact Details

Email: [email protected]

Address: Nuttall Parker, 7 Baneswell Road, Newport, NP20 4BP

Step Three – The Property Ombudsman

After you have received our final response letter, if you are not satisfied with the proposed resolution, you may approach The Property Ombudsman Service (TPOS).

Please note that if you do wish to contact The Property Ombudsman Service (TPOS), you must do so within 12 months of the date of the final response.You will need to complete our internal complaints procedure, before you raise your concerns with the Ombudsman.

Contact Details:

Telephone: 01722 333306