Our complaints procedure

How to make a complaint

Put your complaint in writing, with as much detail as you can: what happened, when, and what outcome you’d like. You can send this by:

• Email: complaints@nationalpropertybuyers.co.uk
• Post: West One, 55 – 57 Loughborough Road, West Bridgford, Nottingham, NG2 7LA
• Phone: 0115 740 1900, followed up in writing so there’s a clear record

What happens next, step by step

Step 1 — Acknowledgement, within 3 working days. We’ll confirm we’ve received your complaint and send you a copy of this procedure.

Step 2 — Investigation, within 15 working days. Our Office Manager reviews your file and speaks to whoever handled your case, then sends you a full written outcome.

Step 3 — Senior review, within 15 working days. If you’re still not satisfied, a senior member of staff reviews it independently and confirms our final position in writing.

Step 4 — Independent redress. If you’re still not satisfied, see “Taking it further” below for exactly how to escalate to The Property Ombudsman.

If you need extra support

We’ll always make reasonable adjustments if you need extra help — age, bereavement, disability, limited English, or similar. Just let us know what would help.

What information to include

The more detail you give us, the faster we can properly investigate. It helps to include:

• Your name, address, and the best way to reach you
• The property address the complaint relates to, if different
• What happened, and when
• Any relevant dates, names, or reference numbers
• What outcome you’re hoping for

Taking it further

If you remain unhappy, or 8 weeks have passed with no resolution, escalate to The Property Ombudsman. It’s a free, independent review. See our Property Ombudsman page for their contact details and current timescales. That page also explains why membership matters legally, not just as a badge.

Page last reviewed: 21 August 2026