If anything goes wrong, we want to know. How to raise a complaint, how we’ll handle it, and how to escalate to The Property Ombudsman if you remain unhappy.
Last updated: 30 May 2026
We are committed to providing a professional service to all our clients and customers. When something goes wrong, we want you to tell us about it — it helps us put things right, and it helps us improve.
We are a member of The Property Ombudsman (TPO) and follow its Code of Practice for Residential Letting Agents. This procedure explains how to complain to us, and how to take your complaint further if you remain unhappy.
Where appropriate, we will make reasonable adjustments for anyone who might be disadvantaged — for example because of their age, infirmity, disability, lack of knowledge, economic circumstances, bereavement, or because English is not their first language. If you need us to handle your complaint in a particular way, please tell us.
Please put your complaint in writing, with as much detail as possible, and send it to us:
Phillip James
The Mill Building, 31 Chatsworth Road
Worthing, BN11 1LY
worthing@phillip-james.co.uk
Putting it in writing gives us a clear record and helps us respond properly. If you would prefer someone to act on your behalf — a friend, relative or other representative — we are happy to deal with them, with your authority.
We are a small team. So that your complaint is dealt with fairly, we will always try to have it handled — and any review carried out — by someone who was not involved in the matter you are raising. Where that is not possible, we will arrange for an independent person to look at it, or refer it on, rather than review our own decision.
If you are still unhappy once we have issued our final viewpoint — or if eight weeks have passed since you first complained and the matter is not resolved — you can ask The Property Ombudsman to review it independently, free of charge.
A few things to note:
You raise a complaint with The Property Ombudsman using the form on their website:
