Branch complaints procedure
Let us know if your experience with our Front Office staff was unsatisfactory
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. If necessary they will involve the Area Director.
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 our Legal and Compliance department 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?
At this stage it's probably time to get a third-party involved. The Property Ombudsman is the free, independent service looking after real estate customers. Bring your complaint to them within 12 months of our final response to get their help.