Complaints Procedure

At Space Acquisitions Limited, we are committed to delivering a professional and high-quality service to all our clients and customers. If something goes wrong, we welcome your feedback to help us address the issue and continuously improve our standards.

How to Make a Complaint

If you wish to raise a complaint, please submit it in writing via email to info@space-acq.com, including as much detail as possible. Your complaint will be handled promptly and in accordance with the procedure outlined below.

Complaints Process

1. Acknowledgement

   • Upon receipt of your complaint, we will acknowledge it in writing within three working days, enclosing a copy of this complaints procedure.

    

2. Investigation

   • Your complaint will be investigated by the Operations Manager, who will review your file and consult with any relevant staff members.
   • You will receive a formal written response with the findings and outcome of the investigation within 15 working days of our acknowledgment letter.

    

3. Further Review

   • If you are dissatisfied with the outcome of the initial investigation, you may request a further review.
   • Your complaint will be escalated to the Managing Director, Mr Edward Gray, for a separate and independent review.
   • You will receive a final written response within 15 working days of your request for further review.

    

4. Referral to The Property Ombudsman

   • If you remain dissatisfied after completing our in-house complaints process, or if eight weeks have elapsed since your complaint was first raised, you may refer your complaint to The Property Ombudsman (TPO) for an independent review.

Contacting The Property Ombudsman

The Property Ombudsman provides a free and impartial review service for unresolved complaints. You must refer your complaint to TPO within 12 months of receiving our final viewpoint letter, and you will need to include any supporting evidence.

Important Notes

• All complaints must go through our in-house complaints procedure before being referred to The Property Ombudsman.
• Space Acquisitions Limited is committed to resolving your concerns fairly and promptly in line with the standards set by TPO.

Thank you for giving us the opportunity to address and resolve your concerns. We value your feedback as part of our commitment to continuous improvement.