Complaints Procedure

  • MyNestBox Limited (trading as Martello) is registered with the Property Codes Compliance Board as a subscriber to the Search Code. A key commitment under the Code is that firms will handle any complaints both speedily and fairly.

    If you want to make a complaint, we will:

    • Acknowledge it within 5 working days of receipt.
    • Normally deal with it fully and provide a final response, in writing, within 20 working days of receipt.
    • Keep you informed by letter, telephone or e-mail, as you prefer if we need more time.
    • Provide a final response, in writing, at the latest within 40 working days of receipt.
    • Liaise, at your request, with anyone acting formally on your behalf.

  • If you are not satisfied with our final response, or if we exceed the response timescales, you may refer the complaint to The Property Ombudsman scheme (TPOs): Tel: 01722 333306, https://www.tpos.co.uk email: admin@tpos.co.uk

    We will co-operate fully with the Ombudsman during an investigation and comply with his final decision.

  • Complaints should be sent to:

    Rob Crosby
    Central Services Administrator
    MyNestBox Limited
    3 Wraxall Piece, Green Lane, Failand, Bristol BS8 3TW

    01172 395282
    support@martello.app

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