Complaints Policy


We’re sorry you are dissatisfied with a service you have received. Thank you for bringing this to our attention, giving us an opportunity to put matters right, and improve our customer service.

Salcedo & Company is a member of The Property Ombudsman (TPO) and as such aims to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded, we have a Complaints Procedure in place. The aim of the procedure is to resolve any issues or concerns as quickly as possible, although in the majority of cases we aim to have matters resolved at branch level.

Please see below an explanatory of our Complaints Procedure:

Stage One

All complaints should, in the first instance, be directed to the Agent you have been dealing with. He or she will endeavour to resolve your complaint immediately, and no later than five working days of the first notification.

Which ever way you contact us, we’ll start investigating straight away.

In person – Visit us at our registered office (address listed below) and talk to one of our team. Office opening times 9:30am-6pm Monday to Friday, 10am-3pm Saturday

By phone – You can call us on 02072263969 during opening hours or leave a voicemail during out of hours and we will contact you back on the next working day.

In writing – You can email us at info@ssalcedo.co.uk or by post to our registered office (address listed below).

So that we can start dealing with your complaint straight away we’ll need: Your name, address, when your issue occurred, any names or dates you’ve noted if you’ve already spoken to someone about this problem, how you’ve been affected by this and a contact number and convenient time to contact you.

We’ll do our best to resolve your complaint straight away. If we can’t we’ll keep you updated step-by-step.

Stage Two

If you remain dissatisfied, you may then further your complaint, which must be in writing, to the Director responsible for the Branch in question. You must write to them within one month of receiving the Branch response. The Branch manager can supply you with the details of the appropriate person. They will acknowledge your complaint within three working days of receipt of your letter and provide you with a full written response within 15 working days.

Stage Three

After you have received a response from Salcedo & Company’s Director, you may approach the Ombudsman if you are not satisfied with the response given. Details of how to do this are contained within the final viewpoint letter, The Property Ombudsman Consumer Guide or online at tpos.co.uk Please note that you must do so within six months of the date of the final letter. The Property Ombudsman will not consider your complaint until our internal complaints process has been completed.

Salcedo Property Group Ltd  T/A  Salcedo & Company – Company No. 10699071
Registered address: 129 Newington Green Road, London N1 4RA – Registered England & Wales