Complaints Procedure

At Clarknewman and Centurion Lettings, we’re committed to providing a professional and friendly service to all our clients. If something doesn’t go as smoothly as you’d like, please let us know. Your feedback gives us the chance to put things right and improve the way we do things.

We are proud members of The Property Ombudsman Service (TPOS), which means your interests are fully protected and you have access to an independent review should you ever feel unsatisfied with the outcome of a complaint.

Below is our step-by-step complaints process.

Our Businesses

• Estate Agency
  Clarknewman Ltd
  Registered Office: Equity House, 4-6 Market Street, Harlow, CM17 0AH
  Registration Number: 12232988
  Directors: Paul Wood, Lewis Clark & Sam Newman
• Residential Lettings
  Centurion Lettings Ltd T/A clarknewman
  Registered Office: Equity House, 4-6 Market Street, Harlow, CM17 0AH
  Registration Number: 05356753
  Directors: Paul Wood

Estate Agency Complaints Process (clarknewman Ltd)

Stage One – Internal Procedure

If you have a complaint, please write to the directors of Clarknewman at the address below. We will acknowledge your complaint within 3 working days and aim to resolve the matter within 15 working days of receiving it.

You will receive a written summary of our investigation and response, confirming our final viewpoint.

Directors: Paul Wood, Lewis Clark & Sam Newman
Registered Address: Clarknewman Ltd, Equity House, 4–6 Market Street, Old Harlow, Essex CM17 0AH

Stage Two – The Property Ombudsman

If you remain unhappy after our final response — or if more than 8 weeks have passed since you first raised the complaint — you can contact The Property Ombudsman (TPO) for an independent review, free of charge.

You must contact TPO within 12 months of the date of our final viewpoint letter. Please note that TPO will only consider your complaint once our in-house process has been completed.

The Property Ombudsman
Milford House, 43–55 Milford Street, Salisbury, Wiltshire SP1 2BP
Tel: 01722 333306
Email: [email protected]
Website: www.tpos.co.uk

Residential Lettings Complaints Process (Centurion Lettings Ltd)

Stage One – Internal Procedure

If you have a complaint, please write to the director of Centurion Lettings at the address below. We will acknowledge your complaint within 3 working days and aim to resolve the matter within 15 working days of receiving it.

You will receive a written summary of our investigation and response, confirming our final viewpoint.

Director: Paul Wood
Registered Address: Centurion Lettings Ltd, Equity House, 4–6 Market Street, Old Harlow, Essex CM17 0AH

Stage Two – The Property Ombudsman

If you remain unhappy after our final response — or if more than 8 weeks have passed since you first raised the complaint — you can contact The Property Ombudsman (TPO) for an independent review, free of charge.

You must contact TPO within 12 months of the date of our final viewpoint letter. Please note that TPO will only consider your complaint once our in-house process has been completed.

The Property Ombudsman
Milford House, 43–55 Milford Street, Salisbury, Wiltshire SP1 2BP
Tel: 01722 333306
Email: [email protected]
Website: www.tpos.co.uk