HOP Customer Complaints Handling Procedure

Our employees are fully trained to deal with day to day operational complaints and enquiries. However, if you would like to make a formal complaint due to unacceptable work or conduct, we have set out the below procedure to ensure that your interests are safeguarded.

  1. If you believe you have a grievance, please ask us for the attention of ‘The Branch Manager with reference ‘FORMAL COMPLAINT’ by filling out our complaints form. We ask that you put your complaint in writing, setting out your concerns by reference to any related documents.
  2. The grievance will be acknowledged within 3 working days and then investigated thoroughly in accordance with our complaint handling procedures. A formal written outcome of the complaint will be sent to you within 10 days of receipt of your initial letter and you will be invited to make any comments that you may have in relation to this response. If for any reason, we require longer than this timescale to fully investigate the matter, we will advise you in writing and confirm our revised response date.
  3. If you remain dissatisfied with the result of the internal investigation, the next step is to resubmit the complaint form, including a line for the attention of ‘The Director’ with reference ‘FINAL FORMAL COMPLAINT’ . Following the conclusion of our in-house review we will write to you with a final written statement.
  4. If you remain dissatisfied with the conclusion of the in-house review of the complaint, you can refer the matter to the Property Ombudsman. Please write to the Property Ombudsman using the address below. The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP.


As a licenced member of ARLA, the Association of Residential Letting Agents, and the Property Ombudsman for Lettings, HOP adhere to best practice governing the way we operate and carry out our Business.

We ensure all customers are aware of our professional membership of both ARLA and the Property Ombudsman by displaying the logos on email footers, brochures, terms of business and any other important literature.

We promise to serve our Landlords and Tenants with the highest levels of good practice, fairness and always with the best of integrity.

We operate using best practice. Firstly, ensuring we set out a clear and transparent, easy to read terms of business and agreements, with clear arrangements, service levels and fee structures. We promise to maintain professional records and accountancy systems.

HOP ensures that all of our staff are fully trained and fully aware of their legal responsibilities as well as understanding the legal aspects of our industry.

Our staff will maintain professional and appropriate contact with our customers to ensure Landlords and Tenants are kept up to date with important progress and information.

We will do our upmost to ensure your complaint is satisfactorily investigated and concluded in-house, however, we will supply details of our professional membership referral complaint scheme should you remain dissatisfied with our responses.