Feedback & Redress Policy

Customer feedback

What did you think of your experience with Hanover Private? We’re always looking to improve and would love to hear your thoughts. If you have feedback on our services, website or any other matter, please Contact us

We welcome your comments (good or bad) and will strive to resolve any issues as quickly as possible. If, in the rare circumstance, we’re unable to resolve your issue, the Property Ombudsman can assist. In conjunction with the Property Ombudsman, we detail below our in-house complaints procedure:

We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).

What will happen next?

The Property Ombudsman

Milford House
43-55 Milford Street
T. 01722 333 306
E. admin@tpos.co.uk

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.

Please address any complaint in writing to:

The complaints handling officer
Hanover Private Ltd
9 Bonhill Street
E: an@hanover-private.com