At Norvella, we are committed to delivering a consistently high standard of service and professionalism across all operations. In the rare event that something does not meet your expectations, we aim to resolve it promptly, fairly, and with minimal inconvenience.
All Norvella offices operate in line with the The Property Ombudsman Code of Practice, ensuring transparency and accountability at every stage.
If you need assistance at any point, you may contact us at support@norvellaresidences.co.uk (this depends on the domain we get). If we are unable to handle complaints directly via email, we will guide you through the correct process.
In the first instance, please submit your complaint in writing via email. Our Team will acknowledge your complaint within 3 working days.
A full investigation will then be carried out, and you will receive a detailed written response within 15 working days.
If you remain dissatisfied, you may escalate your complaint to be reinvestigated. Our dedicated team will conduct a full review and provide a final written response within 10 working days.
If your complaint remains unresolved, you may refer the matter to the The Property Ombudsman.
Contact details:
Tel: 01722 333 306
Email: admin@tpos.co.uk
Website: www.tpos.co.uk
You have up to 12 months from the date of the final response letter to escalate your complaint.
Once referred, the Ombudsman will acknowledge your complaint and request relevant documentation from Norvella. Both sides will be reviewed before an independent decision is made.
The Ombudsman’s decision is final and binding on Norvella.
