Complaints policies

We pride ourselves on having a motivated team who are knowledgeable, friendly and passionate about what we do. Our team members are encouraged to use their common sense and discretion in responding to individual situations and are provided with regular training. This is to ensure that every customer is given the best service that we can possibly offer throughout the entire experience with Pocket.

If you are unhappy with something, we will do our best to resolve any issues as quickly as we can.

When handled well, complaints can provide our customers with a form of redress where things go wrong. Above all, we will use complaints to improve customer satisfaction, and to try and prevent problems from arising again.

If you have a complaint, please select one of the documents below based on whether you are in the process of purchasing your Pocket home (Sales) or whether you have moved into your Pocket home (Customer Care).