It is a fact of life that sometimes things go wrong.

In that event we will do everything we can to put things right but you need to tell us about the problem in the first instance.

This is our formal complaints process which we ask that you follow to enable any issues to be dealt with promptly and effectively.


Please submit your complaint in writing to the Branch Manager of the individual office with whom you have been dealing.

We will acknowledge receipt of your letter within 24 hours and we will respond to you within 7 days [or sooner] of our acknowledgement.

If you are not satisfied with our response to your complaint you may then proceed to Step Two.


Please write to our Head Office, outlining your complaint and why you are dissatisfied with the outcome of Step One.

Fry & Kent Ltd
7-9 Stanley Street
F.A.O. Mr. Gary Bird – Director.

Your letter will be acknowledged on receipt, and we will respond within 14 days after we have fully investigated and considered the issue raised. We will then give our findings and detail any action taken.


Once we have stated our final viewpoint in the matter if you remain dissatisfied, you may refer your complaint to The Property Ombudsman, whom will consider the nature of the complaint and if appropriate will fully review the matter. Should you choose to refer your complaint to The Property Ombudsman, further details may be found on their Website or by contacting their office directly;

The Property Ombudsman
43-55 Milford Street

Tel: 01722 333306


  • Due to the constraints of the Data Protection Act we can only respond directly to the client of Fry & Kent Ltd and are unable to discuss any part of the grievance with third parties to include close relatives.
  • We are only able to respond to complaints made in writing.
  • The Property Ombudsman will only review your complaint once it has passed through the member firms own internal complaints handling Procedure.


Southsea, Marmion Road - Property Management: 023 9282 2300
Southsea, Stanley Street - Sales: 023 9281 5221 Rentals: 023 9282 2400
Drayton - Sales & Lettings: 023 9221 0101
Old Portsmouth - Sales & Lettings: 023 9235 5366
Waterlooville Sale & Lettings: 023 9229 7788

We are members of