Ostrich Complaints Procedure

Whether you are a homeowner who has their property listed on Ostrich, or buying a home listed on the Ostrich platform, we want to make your experience as enjoyable as possible. You can expect us to work hard for you, always be honest and try to keep things as straightforward as they can be.

Complaints Procedure

If you are ever unhappy with our service, please let us know. Put your complaint in writing by email to support@ostrich.co.uk. We'll acknowledge receipt within 3 days. All complaints will be investigated by a director of the company. Within 14 days, you will receive a written response addressing your concerns and suggesting remedies if appropriate.

If you are unhappy with our response, you can ask for a final review. If you request a final review, all directors of the company will review your case and provide a final written response within 14 days.

The Property Ombudsman

Should you remain dissatisfied after receiving our final viewpoint letter, you can refer your complaint to:

The Property Ombudsman
Milford House,
43-55 Milford Street,
Salisbury
SP1 2BP

E: admin@tpos.co.uk
T: 01722 333306
W: https://www.tpos.co.uk/

If you wish to refer your complaint to the The Property Ombudsman, you must do so within 12 months of the date of our final letter.