Complaints Procedure

Would you like to raise a complaint or pass on some feedback?

At Marshall Tonks, naturally, we strive to provide exceptional service to all of our clients and customers. However, we understand that sometimes things can go wrong.

If you feel as though your experience could have been improved upon during your dealings with Marshall Tonks then we want to hear about it so we can learn from our mistakes and improve our standards.


If you have a complaint, please let us know in writing using one of the methods below. In order for us to address this as best as possible, be sure to include as much detail as possible as to your experience, what you were expecting, and what actually occurred.

We will respond to your complaint in a timely manner, and if we haven’t addressed it within eight calendar weeks, you may be able to refer it to the Property Ombudsman for an independent review.

Here’s what you can expect if you file a complaint with us:

  1. Within three working days of receiving your complaint, we’ll send you a letter acknowledging receipt and enclosing a copy of our complaints procedure with the expected next steps.
  2. We’ll investigate your complaint, typically through our office manager, who will review your file and speak with the staff member who worked with you.
  3. We’ll send you a formal written outcome of our investigation within 15 working days of sending you the acknowledgment letter.
  4. If you’re still not satisfied with the outcome, you can contact us again and we’ll arrange for a separate review by a senior member of staff. We’ll then write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.

If after the above process, you are still unhappy with the outcome you can submit your complaint to The Property Ombudsman for an independent review.

You’ll need to do this within 12 months of receiving our final viewpoint letter and provide any evidence to support your case.

We hope that our in-house complaints procedure will resolve any issues you have, but if not, we’re committed to working with you and The Property Ombudsman to find a resolution.

Thank you for your feedback, and for helping us improve our services.

Raise a complaint

How to raise a complaint with us


Marshall Tonks
Royal House
12b Upper Northgate Street


Write a detailed account of your issue, alongside your name and basic contact details and forward this along to:

complaints [at]