Complaints Procedure

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As a firm accredited by the National Association of Estate Agents, the Association of Residential Letting Agents and the Property Ombudsman, And Co Property Services Limited (referred to as “Alexander & Co”, “Peter Ball & Co”, “Ella Homes”, “Apple Homes” or “Macintyers”) aims to provide the highest standards of service to all vendors, purchasers, landlords and tenants, but to ensure your interests are safeguarded, we offer the following:

If you believe you have a grievance, please write in the first instance to the respective manager in the branch you deal with:

Lettings:

  • Alexander & Co Aylesbury: Andrew Banner, Lettings Manager, 8 Buckingham Street, Aylesbury, Buckinghamshire, HP20 2LD
  • Alexander & Co Bicester: Renee Booth, Branch Manager, Pevensey House, 27 Sheep Street, Bicester, Oxfordshire, OX26 6JF
  • Alexander & Co Brackley:Becky Capel, Lettings Director, Hartley House, 29 Market Place, Brackley, Northamptonshire, NN13 7AB
  • Alexander & Co Buckingham: Mark Cruse, 8 Market Square, Buckingham, Buckinghamshire, MK18 1NJ
  • Alexander & Co Dunstable: Stuart McMillan, Associate Director Lettings, 3 West Street, Dunstable, Bedfordshire, LU6 1SL
  • Peter Ball & Co Cheltenham: Mark Kraven, 29-30 Bath Street, Cheltenham, GL50 1YA

Sales

  • Apple Homes: Peter Hatfield-Shaw, Branch Manager, 8 Market Square, Buckingham, Buckinghamshire, MK18 1NJ
  • Alexander & Co Aylesbury: Matthew Wood, Sales Manager, 8 Buckingham Street, Aylesbury, Buckinghamshire, HP20 2LD          
  • Alexander & Co Bicester: Renee Booth, Branch Manager, Pevensey House, 27 Sheep Street, Bicester, Oxfordshire, OX26 6JF
  • Alexander & Co Dunstable: Jason Lake, Branch Director, 3 West Street, Dunstable, Bedfordshire, LU6 1SL
  • Alexander & Co Wing: Matthew Wood, Sales Manager, 4 Aylesbury Road, Wing, Leighton Buzzard, LU7 0PB
  • Ella in partnership with Alexander & Co Winslow: Mark Ayres, Sales Manager, 22 High Street, Winslow, Buckinghamshire, MK18 3HF
  • Macintyers in partnership with Alexander & Co: Ben MacIntyre, Branch Manager, Hartley House, 29 Market Place, Brackley, Northamptonshire, NN13 7AB
  • Peter Ball & Co Bishops Cleeve: Nicola Mitchell, Sales Manager, 2 Mill Parade, Church Road, Bishops Cleeve, Cheltenham, GL52 8LR
  • Peter Ball & Co Charlton Kings: Sam Banfield, Branch Manager, 268 London Road, Charlton Kings, Cheltenham, GL52 6HS
  • Peter Ball & Co Cheltenham: Jamie Dyer, Sales Manager, 29-30 Bath Street, Cheltenham, GL50 1YA
  • Peter Ball & Co Leckhampton: Deena Hyatt, Branch Manager, 1-3 Shurdington Road, Leckhampton, Cheltenham, GL53 0JB
  • Peter Ball & Co Tewkesbury: Jonathan Richards, Branch Manager, 1 Barton Street, Tewkesbury, GL20 5PP

Property Management:

  • Alexander & Co Aylesbury: Derek Turney, Head of Property Management, 8 Buckingham Street, Aylesbury, Buckinghamshire, HP20 2LD
  • Alexander & Co Bicester: Amy Evans, Property Manager, First Floor, Pevensey House, 27 Sheep Street, Bicester, Oxfordshire, OX26 6JF
  • Alexander & Co Brackley: Erin Forde, Head of Client Services, Pevensey House, 27 Sheep Street, Bicester, Oxfordshire, OX26 6JF
  • Alexander & Co Buckingham: Erin Forde, Head of Client Services, Pevensey House, 27 Sheep Street, Bicester, Oxfordshire, OX26 6JF
  • Alexander & Co Dunstable: Richard Evans, Head of Property Management, 3 West Street, Dunstable, Bedfordshire, LU6 1SL
  • Peter Ball & Co Cheltenham: Erin Forde, Head of Client Services, Pevensey House, 27 Sheep Street, Bicester, Oxfordshire, OX26 6JF

Financial Services:

Paul Broomham, Commercial Director, Pevensey House, 27 Sheep Street, Bicester, Oxfordshire, OX26 6JF

The grievance will be acknowledged within three working days and investigated thoroughly in accordance with established “in-house” procedures. A formal written outcome of the complaint will be sent to you within 14 working days. If we require longer


than this timescale we will advise you in writing and confirm our revised response date. If you remain dissatisfied with the result of the internal investigation, please contact the relevant person from our leadership team, who will review the complaint:

Lettings & Sales for Alexander & Co:Paul Abel, Area Director, 3 West Street, Dunstable, Bedfordshire, LU6 1SL, This email address is being protected from spambots. You need JavaScript enabled to view it.

Lettings & Sales for Peter Ball & Co:Julian Carter, Area Manager, 29-30 Bath Street, Cheltenham, Gloucestershire, GL50 1YA, This email address is being protected from spambots. You need JavaScript enabled to view it.

Property Management for both Alexander & Co and Peter Ball & Co: Erin Forde, Head of Client Services, Pevensey House, 27 Sheep Street, Bicester, Oxfordshire, OX26 6JF


If Erin Forde is your first point of contact for an initial complaint and you remain dissatisfied following her response, you can then take your complaint to:

Danny Steptoe, Finance & Operations Director, Pevensey House, 27 Sheep Street, Bicester, Oxfordshire, OX26 6JF

Following the conclusion of our in-house review we will write to you with a final written statement within a further 14 working days.

If you are dissatisfied with the conclusion of the in-house review of the complaint, you can refer the matter to:

The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP, as an individual consumer (they can also be contacted on 01722 333306 or at www.tpos.co.uk); or

You can also contact the Mortgage Advice Bureau (MAB), at Capital House, Pride Place, Derby, DE24 8QR.

These referrals should be made within 12 months of the date of our final written statement.