Complaints

In-house Complaints Procedure

How to make a complaint

We are committed to providing a professional service to all our clients and customers.  When something goes wrong, we need you to tell us about it.  This will help us to improve our standards. We will where appropriate, make reasonable adjustments for consumers who might be disadvantaged because of factors such as their age, infirmity, disability, lack of knowledge, lack of linguistic or numeracy ability, economic circumstances, bereavement or do not speak English as a first language

To exercise all relevant rights, queries or complaints please in the first instance contact Michael Matthews (mike dot matthews at tortoiseproperty.com or 01733 592020) We will then investigate your complaint. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you. If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.
A formal written outcome of our investigation will be sent to you within 15 working days of receipt of the original complaint.

We will send you written acknowledgment of the receipt of your complaint within 3 working days of receiving it, enclosing a copy of this procedure.

We will then email you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.

If you are still not satisfied with our final viewpoint (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge. You also have the right to lodge a complaint with the Information Commissioners Office on 03031231113 or via email https://ico.org.uk/global/contact-us/email/ or at the Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF, England.

Please note the following: You will need to submit your complaint to The Property Ombudsman within 12 months from the date of our final viewpoint , including any evidence to support your case. The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review. The Property Ombudsman Milford House 43-55 Milford Street Salisbury Wiltshire SP1 2BP 01722 333 306 admin@tpos.co.uk www.tpos.co.uk

Meet the Team

Here at Tortoise Property, we have a unique blend of personality, skill and expertise to help you with your property needs.

Whether it's asset management, selling/buying a property, finding one to let or financial advice we have an expert suited to help you.

Mike Matthews

Mike Matthews

Property Manager

Hi, I'm Mike and I'm the founder of Tortoise Property and we are an Estate Agency based in Hampton, Peterborough.

With my background in financial planning, mortgages, property management, and property sales, I have the expertise and qualifications to understand what makes a buyer interested in your home and a tenant attracted to your investment property. As a proud accredited member of 'Safeagent', we demonstrate our commitment to maintaining high professional standards in our industry. Additionally, I have been a professional landlord since 2000, which gives me valuable personal experience in managing rental properties.

Tortoise Property is not just a marketing agency that sells homes; it is also a specialised lettings company that prioritises asset and behavioural management.

This sets us apart from other estate agents and is the reason why we’ve been recognised in the top 10% of Estate Agents in the UK and therefore listed in the nations 'Best Agent Guide' for the past 4 years (https://bestestateagentguide.co.uk) showing our consistent approach to delivering excellent service and performance for our clients.

Email me directly by clicking here

Feel free to connect with me here on LinkedIn:

Roger Tarrier

Roger Tarrier

Property Manager

My role at Tortoise includes arranging viewings of properties to let, check ins of new tenants, check outs of tenants, compiling inventory's, inspections, arranging maintenance works and dealing with customer enquiries. As a Property Manager I work with Landlords, Tenants and Tradesmen. Communication and organization is essential to ensure properties are presented well, ready for check ins and remedial works completed as quickly as possible and to a high standard.

Email me directly by clicking here

Feel free to connect with me here on LinkedIn:

Helen Bliszczak

Helen Bliszczak

Property Manager

Helen is key in the management of our lettings portfolio. Having worked for Tortoise since 2009, she has extensive knowledge of our properties and co-ordinates the ever growing, complex array of checks and balances required to legally let a property in today’s market. From ensuring our Landlords’ properties are let to the right tenants with the help of referencing and insurances to organising safety checks for everything from gas to Legionnaires. She juggles all of this with scheduling maintenance works, accompanying viewings, organising inventories and payments of fees and rents and answering all manner of queries. Helen has a talent for interior design and her idea of a fun weekend is redecorating a room so she is in her element at Tortoise Property!

Email me directly by clicking here

Feel free to connect with me here on LinkedIn:

Donovan Bell

Donovan Bell

Online Services Manager

Hi, I'm Donovan Bell. I'm the Online Services Manager working in estate agency here at Tortoise Property. I have worked in estate agency for 9 years & have a total of 14 years experience in digital marketing / website production giving me expertise in being able to find the perfect buyer or tenant for your property .

My background helps me to understand what matches a buyer to your home. I have expertise in showcasing our available properties & services through the use of a variety of modern digital platforms i.e. Facebook, instagram, LinkedIn, Google Ads & our own bespoke website (www.tortoiseproperty.co.uk). Also, which is quite unique in my field, I’m a Level 3 NCFE qualified property manager.

Here at Tortoise Property we specialise in the marketing of local homes. This is what makes us different from other estate agents and is the reason why we have been selected for the nations ‘Best Agent Guide’ for the past 4 years running as well as being shortlisted for the Website of the Year at the Negotiator Awards in 2017.

Email me directly by clicking here

Feel free to connect with me here on LinkedIn:

Samuel Gott

Samuel Gott

Estate Agent

My name is Sam Gott and I’m an estate agent with Tortoise Property. I have a degree in Marketing from Sheffield Hallam University that has given me expertise in being able to find the perfect buyer for your home.

Here at at Tortoise Property we specialise in the marketing of local homes, this is what makes us different from other estate agents and the reason why we have been selected for the nations ‘Best Agent Guide’ for the past 4 years running.

My aim is to create a presentation of your property that creates an impulse to view your home, a wish to own it and an ambition to make it the next step in life.

Email me directly by clicking here

Feel free to connect with me here on LinkedIn:

Our testimonials and referral business are a testament to our success. Here is a selection of recent feedback:

deposit protection service
the property ombudsman
safe agent