Complaints Procedure
When Things Need Sorting OutWe are committed to delivering the highest level of service. However, we understand that sometimes things do not go as expected. If you are unhappy with any part of our service, we want to know so we can work with you to resolve the matter quickly and professionally.
How to Make a Complaint
If you would like to raise a concern, please contact us by:
We aim to resolve issues as quickly as possible. If the matter cannot be resolved immediately, it will be formally investigated in accordance with our complaints procedure.
Our Complaints Procedures
As the process differs slightly between Sales and Lettings, please download the relevant guide below for full details, including timescales and escalation routes.
Each document explains how your complaint will be acknowledged, investigation timescales, what happens if you remain dissatisfied and how to refer your complaint to an independent redress scheme.
What happens next?
When we receive your complaint, we will:
Acknowledge your complaint
Send you a written acknowledgement within three working days which will outline who is responsible for investigating the issues raised.
Establish the facts
Collate as much information as possible and liaise with the various departments involved to establish all the facts.
Send our response
Send a detailed response within fifteen working days, informing you of the outcome and ask if the suggested resolution is satisfactory. If we need more time to resolve your concerns however, you will receive a written explanation for the delay.
Professional standards you can trust
We are members of Propertymark, ensuring high professional and ethical standards. If your complaint relates to insurance services, these are handled separately in accordance with regulatory requirements and may be referred to the Financial Ombudsman Service after completion of our internal process. Full details are included within the downloadable procedures above.
We are also members of The Property Ombudsman. If you remain dissatisfied once our internal complaints process has been completed, you can refer your complaint to The Property Ombudsman for an independent review.
Visit The Property Ombudsman