Here to put things right

Complaints procedure

We aim to provide a clear, respectful and reliable service. If you feel we have fallen short, please tell us so we can investigate and try to resolve the matter.

1. Raise the concern with us

Many concerns can be resolved quickly through a conversation. You can contact us by WhatsApp, telephone or email. If the issue is not resolved, or you would prefer a formal investigation, please make your complaint in writing.

2. Make a formal complaint

Email info@probatesolution.co.uk with the subject “Formal complaint”, or write to:

Please explain what happened, the relevant dates and people involved, include any supporting documents, and tell us what you believe would resolve the matter.

3. What we will do

• Acknowledge your written complaint within three working days.
• Review the points raised and any relevant records or evidence.
• Aim to issue a full written response within ten working days of acknowledging the complaint.
• If more time is reasonably needed, explain why and tell you when to expect our response.

4. Independent redress

If you remain dissatisfied after our final response, or eight weeks have passed since we received your written complaint, you may be able to refer the matter to Property Redress. The service is free for consumers, and referrals should normally be made within 12 months of your last communication with us about the complaint.

Visit Property Redress

Last updated: 6 August 2026.