Complaints Procedure – Selios Residential
At Selios Group, trading as Selios Residential, we are committed to delivering a high standard of service at all times.
However, if something goes wrong, we want to hear from you so we can put it right as quickly as possible.
How to Make a Complaint
You can submit your complaint in writing using the following details:
📧 Email: office@selios.uk
📍 Address: 9B Cromwell Road, Banbury, OX16 0HJ
Please include:
Your full name and contact details
Property address (if applicable)
Details of your complaint
Any supporting documents or evidence
Stage 1 – Initial Complaint
We will:
Acknowledge your complaint within 3 working days
Investigate your complaint thoroughly
Provide a written response within 15 working days
If we need more time, we will keep you informed and explain why.
Stage 2 – Escalation
If you are not satisfied with our response, you may request a review.
Your complaint will be escalated to a senior member of staff who was not involved in the initial investigation.
We will:
Review your complaint independently
Provide a final written response within 15 working days
Stage 3 – Independent Redress
If you are still not satisfied after our final response, or 8 weeks have passed since your complaint was first made, you may refer your complaint to an independent redress scheme.
We are members of:
👉 The Property Ombudsman
You can contact them at:
🌐 www.tpos.co.uk
📞 01722 333 306
📍 Milford House, 43–55 Milford Street, Salisbury, Wiltshire, SP1 2BP
Our Commitment
We aim to:
Treat all complaints seriously and fairly
Resolve issues quickly and efficiently
Learn from feedback to improve our services
Maintain clear and honest communication throughout
Important Information
You will not be charged for making a complaint
All complaints are handled confidentially
We keep records of complaints to improve our service
Contact Us
If you would like to raise a concern or make a complaint, please contact:
Selios Residential
📧 office@selios.uk
📍 9B Cromwell Road, Banbury, OX16 0HJ