Complaints Procedure
WE WANT TO FIND YOU A SOLUTION
HOW DO I REPORT A COMPLAINT?
WHAT HAPPENS NEXT?
We will send you a written acknowledgement
within three working days which will outline
who is responsible for investigating the
issues raised.
Collate as much information as possible and
liaise with the various departments involved
to establish all the facts.
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.
All complaints are kept confidential and will be
dealt with in a fair and unbiased way.
If we do not hear from you within eight weeks of
our response, we will assume the matter has
been resolved and the complaint will be closed.
Should you have concerns in the meantime
however, please contact the member of staff
whose name appears on the letter of
acknowledgement
STILL NOT HAPPY?
CONTACT PROPERTYMARK
WE ARE MEMBERS OF PROPERTYMARK!
If you feel your complaint has not been satisfactorily dealt with by us and the redress scheme, you can
send your complaint to Propertymark. Go to the Propertymark website to download a complaint 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.
PROPERTYMARK PROTECTION
Look for the logos that mean your money is protected, ensures complaints are dealt with
and guarantees agents are independently regulated. propertymark.co.uk/find-an-expert
