Complaints Procedure

  • Introduction 

We are committed to providing a high quality service to all our customers. When something goes wrong, we need you to tell us about it. This will allow us to put things right for you and to help improve our service for others in the future. 

  • Making a complaint 

We aim to handle complaints quickly, effectively and in a fair and honest way. We take any complaints seriously and use valuable information from investigating to help us improve our service. We treat all complaints in confidence. 

  • How you can make a complaint

You can complain by sending an email to us at hello@flexhomes.co.uk or you can send a written complaint by post to Rachel Wellbelove, Founder, FlexHomes Limited, Belgrave House, 39 – 43 Monument Hill, Weybridge, Surrey KT13 8RN. Alternatively you can telephone us on +44 191 820 1455 but please be aware we may, where appropriate, ask you to provide further details in writing. Please provide as much information as possible.

  • How we handle complaints 

We will acknowledge a complaint within 3 working days (by letter or email) and give you the name and contact details of the person investigating it and enclosing a copy of this procedure. 


We will then investigate your complaint. This will be delat with by Rachel Wellbelove, Founder of FlexHomes. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.


If, at this stage, you are still not satisfied, you should contact us again and we will review the further points raised.


We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.


  • Time limits 

You should register a complaint as soon as you can after the date on which the event occurred. If you complain more than twelve months later, we may not be able to investigate properly. 


Consideration will, however, be given as to whether you had good reason for not making the complaint sooner and whether, despite the delay, it is still possible to investigate the complaint effectively and fairly. 

  • If you are dissatisfied with the outcome

You can then contact The Property Ombudsman to request an independent review:

The Property Ombudsman Ltd

Milford House

43-45 Milford Street




01722 333 306


Please note the following:

You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case. 

The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.

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