Complaints Procedure

Property Eagle prides itself on its high level of customer service. However, there are always rare occasions where a customer may wish to make a complaint. Please read our complaints procedure below for more information.

Residential Estate Agency, Lettings & Property Management: How to Make a Complaint

Information for Customers

Property Eagle is a member of The Property Ombudsman (TPOS) and as such aims to provide the highest standards of service to all of our customers. To ensure that your interests are safeguarded, we have a Complaints Process in place. The aim of this process is to resolve any issues or concerns as quickly as possible, although in the majority of cases we hope that matters such as these are resolved easily over the phone.

Stage One – Phone Call

All complaints should, in the first instance, be directed to Melissa Lodge who handles the day-to-day running of our organisation. She will endeavour to resolve your complaint immediately, and no later than five working days of the first notification.

Stage Two – In Writing

If you remain dissatisfied, you may then further your complaint, which must be in writing either by email, to Melissa Lodge or Thomas Lodge. You must write to them within one month of your initial phone call.


Property Eagle
137A Aztec House
West Molesey
Molesey Avenue


They will acknowledge your complaint within three working days of receipt of your letter and provide you with a full written response within 15 working days, which may be via email.

Stage Three – The Property Ombudsman

After you have received a written response from Melissa or Thomas, you may approach the Ombudsman if you are not satisfied with the response given. Details of how to do this are contained within the final viewpoint letter, The Property Ombudsman) Consumer Guide or online at Please note that you must do so within six months of the date of the final letter. The Property Ombudsman will not consider your complaint until our internal complaints process has been completed.