Complaints Procedure

Ancla Realty is committed to providing a professional and high standard of service to all landlords, tenants and clients.

If you are dissatisfied with any aspect of our service, we encourage you to let us know so that we can investigate and resolve the matter promptly and fairly.

How to Make a Complaint

All complaints must be submitted in writing by email or post to:

Branch Manager
Ancla Realty – Southampton
southampton@ancla.co.uk
62B London Road, Southampton, SO15 2AH

If your complaint is made verbally, we may request that it is confirmed in writing to ensure clarity and proper investigation.

Our Complaints Process

Stage 1 – Investigation

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

  • Your complaint will be investigated by a senior member of staff.

  • We will provide a full written response within 15 working days of receipt.

If we are unable to provide a full response within 15 working days, we will explain the reason for the delay and confirm when you can expect our response.

Independent Redress

If you remain dissatisfied after receiving our Final Viewpoint Letter — or if more than 8 weeks have elapsed since your complaint was first made — you may refer the matter to our independent redress provider:

Property Redress Scheme (PRS)
www.theprs.co.uk
info@theprs.co.uk
0333 321 9418

You must refer your complaint within 12 months of receiving our Final Viewpoint Letter.

Stage 2 – Final Review

If you remain dissatisfied, you must notify us within 10 working days of receiving our Stage 1 response.

Your complaint will then be reviewed by a Director, and a final written response (marked “Final Viewpoint Letter”) will be issued within 15 working days.

Reasonable Adjustments

We will make reasonable adjustments for consumers who may require additional assistance due to age, disability, language barriers or other circumstances. Please let us know if you require support in making your complaint.