Complaints procedure

Raising a complaint

If you are unhappy with any aspect of our service, please tell us as soon as possible. You can raise a complaint by email to info@ousebank.com, by phone on 01904 217211, or in writing to Artemis House, Eboracum Way, Heworth Green, York, YO31 7RE.

What happens next

• We will acknowledge your complaint and tell you who is handling it.
• A director will investigate the matter and review the relevant project records.
• We will write to you with our findings and, where appropriate, what we will do to put things right.

If you remain dissatisfied

Ousebank is regulated by the RICS. If you are not satisfied with our response, you may be able to refer the matter to an independent redress scheme or to the RICS. We will confirm the options available to you when we respond to your complaint.