Your Local Agent
Complaint Procedure
We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This helps us improve our standards and services.
If you have a complaint, please put it in writing to:
Please include as much detail as possible. We will then respond in line with the timeframes set out below.
Step 1 – Acknowledgement
We will acknowledge receipt of your complaint within 7 working days of receiving it and provide a copy of this complaints procedure.
Step 2 – Investigation
Your complaint will then be investigated by the relevant office manager. They will review your file and speak to the member of staff who dealt with your matter.
A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement correspondence.
Step 3 – Senior Review
If, at this stage, you remain dissatisfied, you should contact us again and we will arrange for a separate review to be carried out by a senior member of staff.
We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
Step 4 – Independent Redress
If you remain unhappy with our response and have exhausted our complaints procedure, you may refer your complaint to the appropriate government-approved redress scheme.
Sales Complaints
Complaints relating to estate agency sales services may be referred to:
The Property Ombudsman (TPO)
PO Box 7169
Poole
BH15 9EL
Email: complaints@tpos.co.uk
Website: www.tpos.co.uk
Lettings & Property Management Complaints
Complaints relating to lettings or property management services may be referred to:
Property Redress Scheme (PRS)
Limelight
1st Floor
Studio 3
Elstree Way
Borehamwood
Hertfordshire
WD6 1JH
Phone: 0333 321 9418
Email: info@propertyredress.co.uk
Important Information
Before raising your complaint with The Property Ombudsman or the Property Redress Scheme:
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You must allow us 8 weeks from the date of your written complaint for us to investigate and respond.
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Any referral must be made within 12 months of the date of our final viewpoint letter.
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Both schemes are government-approved redress schemes that resolve complaints between members and consumers.