Complaints
Procedure.

We’re sorry to hear that something has gone wrong.

Let’s talk, we want to discuss your complaint and have the opportunity to put things right.

Let us know

To start with please contact the Manager of your local branch, who will be able to resolve things in most cases.

We’ll need enough time to investigate thoroughly, but we’ll work as fast as we can. We’ll acknowledge your complaint within 3 working days and aim to resolve the matter within 15 working days.

Not satisfied?

If our response doesn’t work for you (or more than 8 weeks has elapsed since you made your complaint), let us know and we’ll escalate it to a senior member of staff to give it a second review. We’ll tell you who’s working on it and how long they’ll need to investigate. Within 15 working days, you’ll have our final response, including the outcome of your case.

Still unhappy?

If you remain dissatisfied after our final written response, you may refer your complaint to either The Property Ombudsman (for service or redress matters, within 12 months) or Propertymark (for professional conduct only). The Property Ombudsman may award compensation; Propertymark’s role is disciplinary only.