At Prime Property, we are committed to delivering a service that reflects the care and professionalism our clients expect when navigating the luxury property market. Your feedback is invaluable in helping us continue to refine our service, and if at any point we fall short of your expectations, we welcome the opportunity to put things right.

In the first instance, please share any concerns directly with your point of contact at Prime Property. If the matter cannot be resolved informally, you may escalate your complaint by writing to our management team at office@primeproperty.co.uk. We will acknowledge receipt within three working days and provide a full written response within fifteen working days.

If you are not satisfied with our final response, you are entitled to request an independent review from The Property Ombudsman (TPO). This must be done within twelve months of our final reply. TPO can be contacted by email at admin@tpos.co.uk, by telephone on 01722 333 306, or by post at Milford House, 43–55 Milford Street, Salisbury, SP1 2BP. Please note that all complaints must first be addressed through our in-house procedure before being referred to TPO.