Complaints Policy
Our Commitment to You
At O'Hara Properties & Estates, we are committed to delivering a professional, responsive and personal service to every client.
As part of the wider O'Hara Group, a family-run business that has been supporting individuals, families and businesses across Hampshire for more than 50 years, we understand the importance of trust, communication and client care. While we always strive to provide an exceptional experience, we recognise that there may be occasions where our service falls short of expectations.
If this happens, we want to hear from you. We take all complaints seriously and view them as an opportunity to learn, improve and put things right wherever possible.
How to Make a Complaint
If you are dissatisfied with any aspect of our service, please contact us as soon as possible so that we can investigate your concerns.
You can write to us at:
O'Hara Properties & Estates
69–71 London Road
Waterlooville
Hampshire
PO7 7EX
Or email us at:
enquiries@oharaproperties.co.uk
To help us investigate your concerns, please provide your contact details, the property address (where applicable) and a summary of the issue you would like us to review.
Our Complaints Procedure
Acknowledgement
We will acknowledge your complaint in writing within three working days of receiving it.
Investigation
Your complaint will be reviewed by a member of our management team who will investigate the circumstances and speak with any relevant parties where necessary.
We aim to provide a full written response within fifteen working days of receiving your complaint.
Final Response
If additional time is required due to the complexity of the matter, we will keep you informed of progress and provide an updated timeframe.
Our goal is always to resolve concerns fairly, transparently and as quickly as possible.
If You Remain Dissatisfied
If you remain dissatisfied after receiving our final response, or if more than eight weeks have passed since your complaint was first raised, you may refer the matter to our independent redress provider:
The Property Ombudsman
The Property Ombudsman provides a free, impartial service for resolving disputes between consumers and property agents.
Further information can be found via the Property Ombudsman Scheme.
Learning and Improvement
We value feedback and use it to continually improve our services, processes and client experience.
Every complaint is reviewed carefully and helps us ensure that we continue to uphold the high standards of professionalism, integrity and client care that have been associated with the O'Hara name for more than five decades.
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Last Updated
June 2026