Complaints Procedure
We are committed to providing a professional service. If something goes wrong, we want to put it right.
Our Complaints Handling Procedure
Horizon Properties is committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it so we can put it right and make sure it does not happen again.
If you have a complaint, please put it in writing to our Complaints Manager. We will acknowledge your complaint within three working days and aim to provide a full response within 15 working days.
Step 1: Contact Us Directly
In the first instance, please raise your complaint with our Complaints Manager:
Step 2: What Happens Next
- We will acknowledge your complaint in writing within 3 working days.
- Your complaint will be investigated by our Complaints Manager.
- We will send you a detailed written response within 15 working days of receiving your complaint.
- If you remain dissatisfied, you may request a review by our Director, who will respond within a further 15 working days.
Step 3: The Property Ombudsman
If you remain dissatisfied after our internal complaints procedure has been exhausted, or if eight weeks have passed since you first raised your complaint, you may refer the matter to The Property Ombudsman (TPO).
Horizon Properties is a member of The Property Ombudsman redress scheme, as required by law under the Enterprise and Regulatory Reform Act 2013.
Client Money Protection
Horizon Properties is a member of a Client Money Protection (CMP) scheme, as required by The Client Money Protection Schemes for Property Agents (Requirement to Belong to a Scheme etc.) Regulations 2019. This ensures that any client money held by us is protected.
A copy of our CMP certificate is available on request from our office.
Redress Scheme Membership
Horizon Properties is a member of The Property Ombudsman (TPO) redress scheme. Our membership number is available on request. All property agents in England are legally required to belong to a government-approved redress scheme under the Enterprise and Regulatory Reform Act 2013.