Complaints Procedure

Introduction

We are committed to providing a high standard of service. However, we recognise that sometimes things may go wrong. When this happens, we encourage you to tell us so we can understand what has occurred and put things right as quickly and professionally as possible.

This procedure explains how to raise a complaint and how we will handle it.

How to Make a Complaint

If you are unhappy with any part of our service, please let us know as soon as possible. You can contact us:

We will always aim to resolve your concerns immediately. If this is not possible, your complaint will be escalated to a manager for further investigation.

What Happens When We Receive Your Complaint?

When your complaint is received, we will:

  1. Acknowledge your complaint in writing within five working days, confirming who will be investigating it.
  2. Gather all relevant information by liaising with departments and staff involved.
  3. Send a full written response within fifteen working days, outlining the outcome and proposed resolution.

If more time is needed, we will write to explain the delay and provide an updated timescale.

All complaints are treated confidentially and dealt with fairly and impartially.

If we do not hear from you within eight weeks of our response, the complaint will be considered closed.

If you have concerns during the investigation, please contact the staff member named in your acknowledgement letter.

If You Are Not Satisfied with the Response

If you feel your complaint has not been fully addressed:

  1. Please inform us, and we will escalate your concerns to a senior manager for review.
  2. We will acknowledge your continued concerns within three working days.
  3. A final response will be issued within fifteen working days, or we will inform you if more time is needed.
  4. If you remain dissatisfied, you will be advised of your right to escalate the matter to our independent redress scheme.

Independent Redress Scheme

If you believe your complaint has not been resolved satisfactorily through our internal process, you may refer the matter to our independent redress scheme:

The Property Ombudsman

Contact details: https://www.tpos.co.uk

You must refer your complaint to the redress scheme within 12 months of our final correspondence regarding your complaint.

Propertymark Membership

As members of Propertymark, you may also contact them if:

  • Your complaint has been fully processed by us, and
  • You have followed the guidance of the independent redress scheme, but
  • You still believe we have breached professional or ethical standards.

Propertymark Contact Details:
Phone: 01926 496 791
Email: [email protected]
Website: propertymark.co.uk/professional-standards/complaints

Examples of issues Propertymark may investigate include misuse of client money, lack of professional standards, or failure to respond to correspondence.

Insurance-Related Complaints

Insurance complaints are handled separately to comply with regulatory requirements. You may report these by phone, email, post, or in person.

Insurance complaints will be acknowledged within five working days, and a final response will normally be issued within eight weeks.
If we cannot respond fully within four weeks, we will update you with our reasons.

If you remain unhappy with our final response, you may refer the matter to the Financial Ombudsman Service within six months:

Financial Ombudsman Service

Exchange Tower, Harbour Exchange Square, London, E14 9SR
Phone: 08000 234 567
Email: [email protected]
Website: financialombudsman.org.uk

Review and Monitoring

We regularly review all complaints to identify any trends and improve our services.