Step 1: Acknowledgement

Within three working days of receiving your complaint, NordStay will acknowledge receipt of the complaint in writing ande provide a copy of this complaints procedure for reference.

Step 2: Investigation and Initial Response

A thorough investigation will be conducted by the office manager or a designated team member.
Within 15 working days of receiving the complaint, you will receive a formal written outcome addressing your concerns.

Step 3: Request for Further Review

If you are not satisfied with the initial response, you may request a further review by a senior staff member.
The senior staff member will re-evaluate the case and provide a final written response within 15 working days of your request.

Step 4: Referral to The Property Ombudsman

If you remain dissatisfied, or if more than eight weeks have passed since the initial complaint submission without resolution, you may escalate the complaint to The Property Ombudsman (TPO) for independent review. Via Make a Complaint - The Property Ombudsman (tpos.co.uk) This service is free of charge to clients.

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Complaints must be referred to TPO within 12 months of receiving NordStay’s final response.
Include all supporting evidence and documentation with your referral.