Complaints handling procedure

Spruce Homes Limited aims to deliver high-quality services at all times, however we understand that sometimes you need to tell us if something has gone wrong. Where any dissatisfaction has initially been communicated to Spruce verbally and it has not been possible to resolve the matter, you can then follow our formal complaints procedure. If you choose to make a complaint, you should put details of the complaint in writing and we will follow the procedure outlined below when dealing with your complaint.

When we review your complaint, we will aim to establish the best way to satisfactorily resolve the matter, which will require thorough investigation and a clear understanding of the circumstances leading to your complaint. Your complaint needs to be put in writing, have the word ‘complaint’ in the subject line, and be accompanied by supporting evidence and documentation. This typically includes, but is not limited to:


  • The facts of the case.

  • Your opinion on the facts of the case.

  • Records or notes of any relevant meetings or telephone calls including dates and times, alongside the names of Spruce Homes employees involved.

  • Copies of all relevant correspondence between yourself, Spruce Homes and any relevant third party.

  • Confirmation of instruction and acceptance to undertake relevant works including agreed timescales.

  • Third party opinions that have been obtained such as second opinions from professionals and evidence of their qualifications and expertise.

  • Any other evidence relevant to your complaint.


To ensure that we carry out a comprehensive investigation, we aim to complete the steps below within eight weeks of receiving your written complaint and satisfactory supporting documentation:


You should send your written complaint and supporting documentation for the attention of the Head of Private Rent, Spruce Homes in accordance with the above guidelines, who will then assign to the best placed person within Spruce Homes to handle the complaint. The allocated complaint handler will contact you to confirm receipt of your complaint and to request any further relevant supporting information that may be required to investigate the matter. Once we have all the information that we need to review the complaint, we will write to you to confirm this within five working days and start reviewing the matter. This correspondence will include the outcome of the investigation and will advise you as to the actions that have been or will be taken.


If having received our initial written response, you remain dissatisfied you will need to escalate the complaint in writing again to the Head of Private Rent, Spruce Homes who will escalate the matter to a more senior member of the Spruce Homes Team. This employee will independently investigate and review the matter before responding to you in writing.


If you remain dissatisfied following the escalated response, you can escalate the matter to a Director of Spruce Homes for final review. Directors will not review complaints that have not been investigated through steps 1 and 2.


If you remain dissatisfied with our handling of your complaint following final review by a Director of Spruce Homes, or you have received a written statement from us confirming that we are no longer considering your complaint or we can do nothing further, then you have the ability to refer the matter to the Ombudsman Scheme approved by the Royal Institution of Chartered Surveyors. The Ombudsman Services: Property is free for individuals and is able to consider consumer complaints. The role of Ombudsman is to investigate disputes in a balanced manner where no agreement can be reached by following the above steps, and as such these bodies will not fully investigate cases until internal procedures are exhausted.


The contact details for the Ombudsman Services: Property are:

Ombudsman Services: Property
PO Box 1021
T: 0330 440 1634