Complaints Process
At Orchards Ampthill Ltd, we are committed to providing a high standard of service and maintaining transparency and fairness with all our clients. If you are unhappy with any aspect of our service, please follow our complaints process to ensure your concerns are resolved promptly and effectively.
Step 1: Initial Contact
If you have a complaint, please first contact the relevant Portfolio Manager (for lettings) or Sales Manager (for sales) to discuss your concerns. Most complaints can be resolved at this level without further escalation.
Contact Number: 01525 40 22 66
Email Address: sales@orchards.co.uk or lettings@orchards.co.uk
Office Address: The Clock House, Bedford Street, Ampthill, MK45 2NB
Please provide:
Your name, contact information, and property details
A detailed description of your complaint
Any relevant documents, communications, or previous steps taken
Step 2: Escalate to Senior Management
If you feel that your complaint has not been resolved satisfactorily by the initial contact:
For Lettings Complaints: escalate to the Director of Lettings, Adam Barker.
For Sales Complaints: escalate to the Director of Sales, Julian French.
Our directors will carefully review your complaint and work with you to resolve the issue.
Step 3: Written Resolution
If necessary, you will receive a written response within 15 working days, summarising the findings and any actions taken to address the complaint. Our goal is to resolve all complaints within 30 days, though complex cases may require additional time.
Step 4: External Escalation
If you are unhappy with our resolution, you may raise your complaint with the Property Redress Scheme (PRS). You can find detailed information on their complaints procedure in their guide: