Last updated: 25 May 2026
At Thane Property Investments Ltd, we are committed to providing an excellent service. However, we recognise that things can occasionally go wrong. If you are unhappy with any aspect of our service, we want to hear from you so we can put things right.
Our Commitment
We promise to:
- Treat your complaint seriously and handle it fairly, confidentially, and promptly
- Acknowledge your complaint within 3 working days
- Provide a full response within 15 working days
- Learn from complaints to improve our service
How to Make a Complaint
1
Contact Us
Speak to your usual contact or email complaints@thane.estate with details of your concern.
2
Investigation
We will investigate your complaint thoroughly and may contact you for additional information.
3
Response
We will provide a written response explaining our findings and any actions we will take.
4
Resolution
If you remain dissatisfied, you can escalate to The Property Ombudsman for independent review.
What to Include in Your Complaint
To help us resolve your complaint quickly, please provide:
- Your full name, address, and contact details
- Details of the property or transaction involved
- A clear description of what went wrong and when
- What you would like us to do to put things right
- Any relevant documents or correspondence
Escalation to The Property Ombudsman
If we cannot resolve your complaint to your satisfaction, you have the right to refer it to The Property Ombudsman (TPO), an independent redress scheme. You must do so within 12 months of our final response.
- Website: www.tpos.co.uk
- Phone: 01722 333 306
- Email: info@tpos.co.uk
Contact Our Complaints Team
We Are Here to Help
If you have a concern about our service, please do not hesitate to get in touch. We value your feedback and are committed to resolving any issues promptly.
Make a Complaint