Robinsons Portfolio > Customer Care

Customer Care:

In-house Complaints Procedure

Step 1:

All complaints should be directed to Clive Robinson. Complaints should be made in writing to:

Clive Robinson
Robinson’s Portfolio
72 Whiting Street
Bury St Edmunds
IP33 1NR

Your complaint will be acknowledged within three working days. A full response will be issued within fifteen working days with the outcome of the initial investigation into your complaint.

Step 2:

If you remain dissatisfied, you may then express this in a further letter to Clive Robinson. Your letter will be acknowledged within three working days of receipt and Clive Robinson will work with you to try and resolve any issues raised as promptly as possible. A written response to summarise any investigations and steps taken will be sent within fifteen working days. At this point, a final viewpoint letter will be issued.

Step 3:

After you have received our final viewpoint letter, if you are not satisfied with the proposed resolution, you may approach The Property Ombudsman Service (TPOS). Details of how to do this are contained within the final viewpoint letter alongside a link to The Property Ombudsman Service (TPOS) consumer guide at

Please note that if you do wish to contact The Property Ombudsman Service (TPOS), you must do so within twelve months of the date of the final viewpoint letter. It is also important to note that The Property Ombudsman Service (TPOS) will not consider your complaint until our internal complaints procedure has been exhausted.


Please note: All complaints will be dealt with by Clive Robinson as we have no independent member of staff to do so. As this is the case, we wish to disclose this element of our complaints procedure to you. We will disclose the same to The Property Ombudsman.