James Douglas Sales & Lettings Customers

James Douglas are a member of The Property Ombudsman Service (TPOS) and aim to provide the highest standard of service to all our customers. In order to ensure that your interests are safeguarded, we have put into place a set process by which any raised complaints are handled; this allows us to handle any issues or concerns effectively and wherever possible, as soon as they are raised.

Below are the steps when making a formal complaint –

Sales and Lettings Complaints

Step One – Contact the Sales/Lettings Manager

Initially, all complaints can be directed to the Sales or Lettings manager of the Branch you have been dealing with. They will endeavour to respond as soon as possible,  otherwise no later than 14 working days from when they received notification of the issue.

Step Two – General Manager

If you remain dissatisfied and wish to further your complaint, the sales or lettings manager will provide you with the General Managers Contact Details. A separate final review of the complaint by the company will be sent to you within 15 working days.

If we do not hear from you within a further eight weeks from the date of our response, we will assume the matter has been addressed and we will close our file.

Contact Details

Email:¬†[email protected]


James Douglas Sales and Lettings Head Office
1 St Martins Row
Albany Road
CF24 3RP

James Douglas Sales and Lettings Pontypridd
1 Church Street
CF37 2TH

Step Three – The Property Ombudsman

After you have received our final response letter, if you are not satisfied with the proposed resolution, you may approach The Property Ombudsman Service (TPOS).

Please note that if you do wish to contact The Property Ombudsman Service (TPOS), you must do so within 12 months of the date of the final response.You will need to complete our internal complaints procedure, before you raise your concerns with the Ombudsman.

Contact Details:

Telephone: 01722 333306