Complaints Policy

Our commitment to you

At Pheasant Retreats we are always striving to provide the highest level of service and customer care, although we do appreciate that very occasionally things may go slightly wrong and we want to reassure you we are there for you and will work with you to put things right.  You are our most important asset; therefore, we believe you have the right to a transparent, fair, and personable service at all times.

If you have a complaint about the service that you have received from Pheasant Retreats you should put your concerns in writing to us directly. The correspondence will be acknowledged within 3 working days. The matter will then be investigated and a full response sent to you within 15 working days.

If you feel the matter remains unresolved you need to address your complaint to the Senior Director and Partner of Pheasant Retreats, who will conduct an investigation and respond with a final viewpoint.

If you are still not satisfied after the last stage of the in-house complaint procedure or more than 8 weeks has elapsed since the complaint was first made you can request an independent review from The Property Ombudsman without chargeā€

Please refer your complaint to the ombudsman with in 12 months

In the unlikely event that you remain dissatisfied then you may refer the matter to The Property Ombudsman (TPO) at the following address:

The Property Ombudsman
Milford House
43-55 Milford Street

Please contact Pheasant Retreats for further information.

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