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Complaints Procedure

Complaints Procedure

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Ange & Co is a member of The Property Ombudsman, we pride ourselves on providing the highest level of customer service to all our clients. If something goes wrong, you need to tell us, as this will help us improve our standards.

We will where appropriate, make reasonable adjustments for consumers who might be disadvantaged because of factors such as their age, infirmity, disability, lack of knowledge, lack of linguistic or numeric ability, economic circumstances, bereavement or do not speak English as a first language.

To ensure your interests are safeguarded, a complaints procedure has been introduced. This provides for the matter to be dealt with internally by the Director. In the event we are not able to resolve the issue to our mutual satisfaction, by reference to The Property Ombudsman.

Stage One

If you have a complaint, please write in the first instance, including as much detail as possible to:

Ange Henderson, Director
Ange & Co
Ivy Lane
Oulton Broad
Lowestoft, Suffolk
NR33 8QH

Stage Two

Your complaint will be acknowledged within 3 working days, enclosing a copy of this procedure. We will investigate thoroughly and write to you within 15 working days of receipt of your complaint, confirming our final viewpoint on the matter.

Stage Three

If you are not satisfied with our final viewpoint, you can request an independent review from The Property Ombudsman without charge:

The Property Ombudsman
Milford House
43-55 Milford Street
Telephone 01722 333306

Please note: We will submit our file to the Ombudsman on request. You are also entitled to have your complaint referred to the Ombudsman should we fail to deal with matters promptly or do not comply with our in-house complaints procedure within 8 weeks from the date we receive your written notification.

You will need to submit your complaint to The Property Ombudsman within 12 months from the date of our final viewpoint, including any evidence to support your case.

The Property Ombudsman requires complaints addressed through this in-house complaints procedure, before being submitted for an independent review.