Complaints Procedure

We know how stressful buying and selling property is, and we, therefore, commit to a high level of customer service for all of our clients. When something goes wrong, please get in touch to let us know.

Please begin by putting your complaint in writing, including as much detail as possible. We will respond to your complaint in the timeframes set out below. If you are dissatisfied with our response and do not feel that your complaint has been resolved within 8 weeks, you may be able to refer your complaint to the Property Redress Scheme.

What happens next?

We will send you a letter acknowledging receipt of your complaint within fourteen working days of receiving it.

Your complaint will be investigated by the branch manager who will review the information and speak with the member of staff who dealt with you. Once the investigation has been reviewed a formal written outcome will be provided to you within 28 working days of sending the acknowledgement letter.

If you are still not satisfied with the outcome of the investigation, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.

We will write to you within 15 working days of receiving your request for a review, confirming our final view point on the matter.

If you are not satisfied with the outcome of our in house complaint procedure (or more than 8 weeks have lapsed since the complaint was first made) an independent review from The Property Redress Scheme can be requested without charge.

Property Redress Scheme

1st Floor

Premiere House

Elstree Way



0333 321 9418

Please note the following:

You are required to submit your complaint to The Property Redress Scheme within 12 months of receiving our final viewpoint letter, including any evidence to support your case.

The Property Redress Scheme requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.

Redress scheme provided by: The Property Redress Scheme – PRS Membership Number: PRS004420