Complaints Procedure

North Acquisitions Ltd is a member of The Property Ombudsman (TPO) and is 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.

This page is maintained by North Acquisitions Ltd and sets out the formal procedure we follow for handling complaints in line with the TPO Code of Practice.

If you have a complaint, please put it in writing — including as much detail as possible — and send it to us at:

We will acknowledge receipt of your complaint in writing within 3 working days of receiving it and will begin our investigation.

A senior member of staff, separate from those directly involved in the matter, will investigate your complaint thoroughly. We will issue a formal written response addressing your concerns within 15 working days of our acknowledgement.

If, for any reason, we are unable to provide a full response within this timeframe, we will write to you to explain why and confirm a revised response date.

If you remain dissatisfied with our initial response, please contact us again and we will review the matter at a more senior level. We will issue our final viewpoint letter within 15 working days of receiving your further correspondence.

The final viewpoint letter will confirm our final position on your complaint and offer any final resolution, together with confirmation that, should you remain dissatisfied, you are entitled to refer the matter to The Property Ombudsman for independent review.

If you are not satisfied with our final viewpoint, or if more than 8 weeks have elapsed since the complaint was first made, you may refer the matter to The Property Ombudsman for an independent review, free of charge.

You must refer your complaint to The Property Ombudsman within 12 months of our final viewpoint letter.

The Property Ombudsman requires that all complaints are addressed through our in-house complaints procedure before being submitted for an independent review.

This complaints procedure relates to the property acquisition services provided by North Acquisitions Ltd. It does not cover regulated financial advice — North Acquisitions Ltd is not authorised or regulated by the Financial Conduct Authority and does not provide regulated financial advice.