In-house Complaints Procedure
We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).
What will happen next?
- We will sent you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.
- We will then investigate your complaint. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.
- If, at this stage, you are still not satisfied, 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 viewpoint on the matter.
If you remain dissatisfied, you can then contact The Property Ombudsman to request an independent review:
Please note the following:
You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.
The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.
Read What Our
So impressed with service provided and continual commitment and reassurance that property would sell. Catherine was always ready to discuss ideas to improve property for sale and also communicate...
Mrs T, Buxton
My past experience of estate agents has not been good but Jon and all of his team have totally changed my view. Everyone worked so hard in very trying circumstances to get our sale and purchase...
Mr & Mrs J, Buxton
Thank you all for your support and help. You are brilliant. Thanks again.
Mrs R & Mrs A, Buxton
Many thanks to you and your lovely employees for a wonderful job in selling my house.
Mr & Mrs B, Buxton
I can’t thank you enough for your service, especially Catherine and Leanne. I felt you went well beyond excellency and I would recommend you very highly as a result of this.
Mrs J, Buxton
We were very impressed with the friendliness and professionalism of Catherine, Leanne and Wendy and felt we were in safe hands.
Mr & Mrs B, Buxton
Thank you very much for everything you have done for us. Thanks for always getting back to me. I appreciate everything you have done to get a sale.
Mr B, Buxton
Their knowledge of the local market is excellent, as are the office staff.
Mr & Mrs R, Flagg
No issues. Smooth transaction, good communication, friendly supportive staff.