At Portello, we are committed to providing a high standard of service. If you are dissatisfied with any aspect of our service, we encourage you to let us know so we can address your concerns promptly and fairly.
How to Make a Complaint
Step 1: Speak to the Relevant Manager or Partner
In the first instance, please raise your concerns with the Manager or Partner of the office involved. This can be done either verbally or in writing (by email or letter). We aim to resolve most issues at this stage.
Step 2: Escalate to the Area or Department Director
If your complaint has not been resolved to your satisfaction, you may escalate it to the relevant Area or Department Director. You may do this in writing or by post to:
Portello
3 Clifton Mews, Clifton Hill
Brighton
BN1 3HR
Your complaint will be acknowledged within three working days of receipt
A full investigation will be carried out
You will receive a formal written response within fifteen working days outlining the outcome
This response will confirm our final position and include details of any resolution or offer we are prepared to make.
Step 3: Independent Redress
If you are not satisfied with our final response, you may refer your complaint to The Property Ombudsman for an independent review.
You must refer your complaint within twelve months of receiving our final response
This service is available to consumers only
If you require this procedure in an alternative format or need assistance in making your complaint, please contact us and we will be happy to help.
Discreet property search, management and advisory services across Sussex and beyond. Our philosophy is ‘make the right move, once’. At Portello, every decision is guided by strategy and foresight.
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