Complaints Procedure

The purpose of the complaint’s procedure is to deal quickly, effectively and efficiently with your grievance and where possible, turn a potentially negative situation into a positive one, through our care and attention.

Dealing with the complaint

We aim to provide a high standard of service to you, our customers, at all times. However, sometimes things can go wrong and if that happens, we are committed to resolving matters promptly and fairly. For ease, we have detailed our complaints processes below.

Please contact us to speak with one of our friendly staff members to see if you can resolve your complaint verbally.

If you are not satisfied with the outcome of the call please write (by letter or email) to the Branch Manager with the details of your complaint setting out clearly the reasons for your grievance(s) together with dates, names of any staff members you dealt with and enclosing/attaching any supporting evidence.

The Branch Manager will acknowledge your complaint in writing (letter or email) within 5 working days of receiving it.

The Branch Manager will review your complaint and provide you with a formal written outcome of his/her investigation within 15 working days of receiving the complaint.

We are members of Propertymark

If you feel your complaint has not been satisfactorily dealt with by ourselves and the redress scheme, you can send your complaint to Propertymark. Go to the Propertymark website to download a complain form.

Propertymark investigate complaints against their members where there is evidence an agent has breached their Conduct and Membership Rules. Examples of this include, but are not limited to, misuse of client money, failure to uphold high standards of ethical and professional practice, and failure to answer correspondence.

01926 496 791 | compaince@propertymark.co.uk | www.propertymark.co.uk/professional-standards/complaints

Propertymark Protection

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