Our commitment to you
At Pheasant Retreats, we are always striving to provide the highest level of service and customer care. We do, however, recognise that on rare occasions things may not go as expected.
You are our most important asset, and we believe you have the right to a transparent, fair, and personable service at all times. If something does go wrong, we want to reassure you that we are here to listen and work with you to put things right.
How to make a complaint
If you have a complaint about the service you have received from Pheasant Retreats, please put your concerns in writing and send them directly to us.
We will acknowledge receipt of your complaint within three working days. The matter will then be investigated, and a full written response will be provided within 15 working days.
Escalating your complaint
If you feel that your complaint has not been resolved satisfactorily, you may escalate the matter to the Senior Director and Partner of Pheasant Retreats. They will conduct a further review and provide you with a final response.
Independent review
If you remain dissatisfied after completing our in-house complaints procedure, or if more than eight weeks have elapsed since the complaint was first made, you may request an independent review from The Property Ombudsman at no charge.
Please refer your complaint to the ombudsman within 12 months of receiving our final response.
The Property Ombudsman
In the unlikely event that you remain dissatisfied, you may refer the matter to:
The Property Ombudsman
Milford House
43–55 Milford Street
Salisbury
Wiltshire
SP1 2BP
Website: www.tpos.co.uk
Further information
Please contact Pheasant Retreats if you require any further information regarding our complaints procedure.