Legal
Complaints Procedure
Last updated September 2026
We are a member of The Property Ombudsman scheme. This is how to raise a complaint about our service and what you can expect at each stage.
ThirtySix Partners is a trading name of X1 Sales and Lettings Limited, registered in England and Wales under company number 16665726. Manchester office: Unit 1, Michigan Avenue, Manchester M50 2HD, United Kingdom.
How to complain
Email invest@thirtysix-partners.com with “Complaint” in the subject line, or write to our Manchester office at Unit 1, Michigan Avenue, Manchester M50 2HD, United Kingdom. Please include your name, contact details, the development concerned, what happened and how you would like us to resolve it.
What happens next
01
Tell us
Send your complaint in writing by email or post, explaining what happened and what outcome you seek. We will acknowledge it in writing within three working days of receipt.
02
Written response
We investigate and send a formal written outcome within 15 working days of the acknowledgement, and no later than 15 working days from receipt of your written complaint. If we need more information, we will keep you informed.
03
Independent internal review
If you are dissatisfied, ask us to review the response. A senior member of staff not involved in the initial investigation will review it and send our Final Viewpoint Letter within 15 working days of your review request.
04
Independent redress
Our internal process will be completed within eight weeks of your original written complaint. If you remain dissatisfied after our Final Viewpoint Letter, or eight weeks have passed without resolution, you may contact The Property Ombudsman free of charge.
Complaints about a partner developer
Where a complaint concerns a partner developer, we may contact them for information while investigating the part of the service we provided. We will continue to respond to you about our own role under this procedure.
Independent redress
You may refer your complaint to The Property Ombudsman if you remain dissatisfied after our Final Viewpoint Letter or eight weeks have passed since your written complaint without resolution. Referral is free of charge and should normally be made within 12 months of our Final Viewpoint Letter. Contact The Property Ombudsman, Unit 159756, PO Box 7169, Poole, BH15 9EL, or visit www.tpos.co.uk.