Estate agency complaints process
Our internal complaints procedure is designed to deal quickly and efficiently with your complaint and to try and resolve it to your satisfaction. The earlier we know about a problem, the better our chance of dealing with it before it becomes a major issue.
The Internal Complaints Procedure for the Estate Agency Division follows four levels of investigation and response.
Complaint about a branch.
If you have a complaint about a branch or its staff, please write to the Manager of the branch detailing the main points of your complaint. You should then receive an acknowledgement letter from the Manager within three working days and it will state the timescale needed to deal with your complaint. This period will not exceed fourteen working days. If their response to your complaint does not resolve the matter you may move to Level 2 of the complaints procedure.
Complaint about a branch manager.
If you have a specific complaint about the estate agency Manager you should not write to the branch but instead address your complaint directly to the Area Manager. They will acknowledge your complaint within three working days and will state the timescale needed to deal with your complaint. This period will not exceed fourteen working days. If their response to your complaint does not resolve the matter you may move to Level 3 of the complaints procedure.
If you are unhappy with the response from the Manager you are requested to write to the Area Manager. You should enclose a copy of your original letter of complaint and detail the reasons why you are dissatisfied with the Manager’s response. The Area Manager will acknowledge receipt of your letter within three working days and state the timescale expected to deal with your complaint. This period will not exceed fourteen working days. The Area Manager will conduct a thorough review of your complaint and write to you with their findings.
If the response you receive from the Area Manager does not resolve the complaint you may ask for the matter to be referred to the Estate Agency Support Manager based in Northampton who will request the property file and previous correspondence from the branch. A reply will be sent to you following a full investigation.
In the extremely unlikely event of you being dissatisfied with our responses to your concerns by Level 3, you may ask for a final review to be carried out by the Head of Estate Agency. They will write to you with the company’s final decision on the complaint, which may confirm that our internal complaints procedure is exhausted. They will invite you to refer the case to the Ombudsman for a free, independent review.
IF YOUR COMPLAINT IS UNRESOLVED AFTER LEVEL 4
You may direct your complaint to The Property Ombudsman whose contact details will have been supplied by us to you. The Property Ombudsman resolves disputes between agents and customers AFTER the complaint has gone through the internal complaints procedure of the estate agency firm. When a complaint is received by the Ombudsman’s office they will contact the Company for confirmation as to whether or not the complaints procedure has been exhausted. If the company has not exhausted its internal complaints procedure, the Ombudsman’s office will refer the matter back to the complainant.