Customer service is our number one priority, but we know that things can still go wrong. When that happens, we want to put it right as soon as possible.
Your feedback helps us understand what’s gone wrong and how we can fix it.
If you have a complaint about your adviser or any aspect of the service you received, please contact us as soon as possible.
Your first step should always be to talk to your Strike representative. Your satisfaction is their top priority — and they’re trained on how to support you through any situation. There’s no issue too small — a complaint, a question, a niggle — so don’t hold back.
If your Strike Representative isn’t able to resolve your complaint, if you’re not satisfied with their response or you don’t feel comfortable raising it with them, please let us know.
We ask that you put the details in writing, by post or email, so we can start a full investigation as soon as possible.
Email: Send us an email via this form
Post: Customer Care Department, Strike, The Octagon, Middleborough, Colchester, Essex, CO1 1TG
Once we receive your complaint, we aim to deal with any issue within 72 hours. Sometimes it may take longer to investigate fully. If this happens, we will let you know within three working days. The latest that you will receive a written response is within 15 working days.
If you’re not happy with the Stage Two response from the Team Leader, you have one month from receipt to contact the Team Manager in writing. We’ll be sure to acknowledge your complaint within three working days — and you’ll be provided with a final written response from the Team Manager within 15 working days.
If your issues haven’t been addressed or you’re not satisfied with our response, you can refer your complaint to the Property Ombudsman Service. We’ll give you all of the information on how to do this with our Stage Three response, but you can always visit their site for more information.
If you do wish to contact The Property Ombudsman Service, you must do it within 6 months of our Stage Three response. The Ombudsman Service will only consider your complaint after you’ve gone through our complaints procedure, so please always start by contacting us directly. We’ll try to get the problem sorted as soon as possible.