Yellow Springbok Complaints Procedure

At Yellow Springbok, we're serious about customer service. We strive to provide the highest possible standard of service to all our customers, all the time. If you ever feel we haven't achieved this goal, we want you to tell us.

If You Have a Complaint

Whether you're a buyer, a seller or a prospective customer on either side, your first point of contact should be the team handling your needs. They will get started on resolving any issues as soon as you tell them about the problem.

If your team can't help, they will escalate your complaint to our Customer Experience manager, Nick Gittins, who will contact you the same day whenever possible.

You may feel that you need to make your complaint more formal. If so, you can send written communication by email: CustomerServiceManager@springbokgroup.co.uk

or by post:

Yellow Springbok Complaints
Suite 7N
Trafford House
Chester Road
Old Trafford
M32 0RS

To help us get to the bottom of things quickly and provide a speedy response, please provide as much information as possible about your problem. If you can, tell us what you would like us to do to resolve your complaint.

We will acknowledge your complaint within three working days and let you know when you should receive our full and final response. Sometimes a complaint can be complex or require investigation, which may take time, and we may contact you for more information to help us make the right decision.

We are voluntarily regulated by the Property Ombudsman, so if you're unhappy with our final decision, you may contact them to independently review your complaint and our response.

You can find more information about the Ombudsman, on their website at www.tpos.co.uk or by contacting them directly:

The Property Ombudsman Ltd
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP

Telephone: (01722) 333306
Email: admin@tpos.co.uk