Complaints Procedure

We are committed to providing a professional and fair service. If you are unhappy with any aspect of our service, we want to hear from you so that we can address your concerns promptly.

Step 1 — Contact us directly

In the first instance, please contact us in writing at support@firedstone.com or by post to Firedstone Sourcing Ltd, 59 Castle Street, Reading, Berkshire, RG1 7SN. Please include: your name and contact details; a clear description of your complaint; any relevant dates or reference numbers; and what outcome you are seeking.

Step 2 — Our response

We will acknowledge your complaint within 3 business days and aim to provide a full written response within 15 business days. Where a complaint is complex, we may require additional time and will keep you informed of progress.

Step 3 — Escalation

If you are not satisfied with our response, you may refer your complaint to The Property Ombudsman (TPO). The TPO provides independent dispute resolution for property-related complaints and its service is free to consumers.

The Property Ombudsman
Milford House, 43–55 Milford Street, Salisbury, SP1 2BP
www.tpos.co.uk

Please note that you must have exhausted our internal complaints procedure before referring a complaint to The Property Ombudsman.