Henleys are committed to providing services and products of the very highest standards.

If you feel that we haven't lived up to your expectations in any way, we'd like to hear from you to allow us to improve our service.

Most complaints can be dealt with by our Sales Manager. They will do their best to resolve the matter quickly, to your satisfaction.


Step One

If you think, after speaking with the branch staff, that your complaint has not been resolved, you are invited to make a formal complaint in writing by email or letter. Please provide a detailed written summary of your complaint and address it to the Sales Manager as detailed below. Your complaint will be acknowledged within 3 working days of being received. The Sales Manager will make contact with you in writing to discuss the matter further prior to launching a full investigation. Upon completion of the investigation, you will be advised of the outcome in writing within 14 days of receipt of the original complaint.


Step Two

If, after a full investigation, you feel that your complaint remains unresolved, you may refer the matter to the Senior Sales Manager who will personally conduct a separate review of your complaint. You will receive an acknowledgement from the Senior Sales Manager within 3 days and a full response within 14 days.


Step Three

Following step two, should the matter not be resolved to your satisfaction, you may escalate your complaint to our Directors. You will receive a final viewpoint letter within 14 days.

Communication for each of the above steps should be directed to:


Henleys Residential Ltd
15 West St,
NR27 9HZ

The above steps must be completed before referring the matter to the The Property Ombudsman.

The Property Ombudsman - Sales MIiford House 43-55 Milford Street Salisbury Wiltshire SP1 28P

The Property Ombudsman will review complaints in respect to service level issues. There is a 12-month time limited for referring complaints to the TPO.