We are committed to providing you with the highest level of service possible, but sometimes things can go wrong. By letting us know when you have a problem, we can work with you to understand what has happened and put it right.
If you are unhappy with any part of our service, please contact us by phone, in writing by post, or by email. We will aim to resolve any issues immediately. If this is not possible, your concerns will be escalated to a manager who will investigate the matter.
Property & Estate Agency Complaints
We follow a two-stage in-house complaints process:
Stage One
Acknowledgement: We will send you a written acknowledgement within 3 working days outlining who is investigating your complaint.
Detailed Response: We will investigate the facts and send you a detailed written response within 15 working days. If we need more time, we will write to explain the delay.
Stage Two
Further Review: If you feel our response has not fully addressed your concerns, let us know. We will acknowledge this within 3 working days and pass the matter to an alternative, senior member of staff for consideration.
Final Viewpoint: A final written response will be issued within 15 working days where possible.
Independent Redress (The Property Ombudsman)
If you remain dissatisfied after receiving our final viewpoint letter, or if more than 8 weeks have passed since you first complained, you have the right to refer your complaint to our independent redress scheme for a free, independent review:
The Property Ombudsman (TPO)
Unit 159756, PO Box 7169, Poole, BH15 9EL
01722 333 306
admin@tpos.co.uk
www.tpos.co.uk
Please note: You must refer your complaint to The Property Ombudsman within 12 months of receiving our final response letter.
Propertymark Protection
We are proud members of Propertymark and adhere to their Conduct and Membership Rules. If you feel your complaint involves a breach of professional standards (such as misuse of client money or failure to uphold ethical practice), you can also report the matter directly to them:
01926 496 791
complaints@propertymark.co.uk
propertymark.co.uk/professional-standards/complaints
