Complaints Handling

Marble Property Services, a member of The Property Ombudsman, aims to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded, a complaints procedure has been introduced.


This provides for the matter to be dealt with internally by Mr Steven Thrower and in the event that we are not able to deal with the issue to our mutual satisfaction, by reference to The Property Ombudsman.

If you believe you have a complaint relating to Property Sales, please write in the first instance to Simon Kelsey, Senior Branch Manager at the address as shown below


Mr Simon Kelsey Senior Branch Manager
Marble Property Services
23 Borough Street,

Castle Donington

DE74 2LA


If your complaint relates to a letting matter then please write to our Head of Lettings Clare Daley also at the address above

Your complaint will be acknowledged within 24 hours, but no longer than 3 working days, investigated thoroughly in accordance with established in-house procedures and a formal reply will be sent to you within 15 working days of receipt of your complaint.


If you are not satisfied with the outcome of our initial investigation, you are provided with a further opportunity to have the complaint reviewed by (in the case of Lettings) our Senior Branch Manager, Simon Kelsey, or in the case of Sales, our director Steven Thrower at the address given below.


Steven Thrower
Marble Property Services
23 Borough Street

Castle Donington

DE74 2LA


In the case of a lettings complaint, any response to Simon Kelseys review needs to be addressed to Steven Thrower.


In the event that the final review as detailed above still fails to satisfy your complaint, then you are at liberty to have the matter referred to The Property Ombudsman. We will submit our file to the Ombudsman on request. You are also entitled to have your complaint referred to The Ombudsman should we fail to deal with matters promptly or do not comply with our in house complaints procedure within 8 weeks from the date we receive your written notification.

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