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    Complaints Procedure

    If you are in anyway unhappy with the service you have received from Vision Properties and wish to make a complaint about our service, please follow the procedure below. We will endeavour to resolve all complaints as soon as possible without having to escalate through the procedure.

    1. All formal complaints to Vision Properties must be in writing and can be accepted either via post or via email. Complaints will not be considered submitted and will not be responded to if they are made over the phone or in person.
    2. Vision Properties will acknowledge receipt of any complaints within 3 working days which will outline who is responsible for investigating the issues raised.
    3. Vision Properties will send a detailed response within 15 working days, informing you of the outcome and ask if the suggested resolution is satisfactory. If we need more time to resolve your concerns however, you will receive a written explanation of the delay.
    4. If you are not satisfied with the response then complaints may be taken to our ombudsman service for resolution. Vision Properties are members of The Property Ombudsman for all activities we undertake. All decisions made by The Property Ombudsman are final and will be agreed to by both parties.