Complaints Procedure
When Things Need Sorting Out
We are committed to providing you with the highest level of service possible, but sometimes, things can go wrong. By letting us know when you have a problem, we can work with you to understand what's happened and put it right.
Step 1: Contact Us Directly
Raise the issue with the branch or department manager. You can contact us by phone, in writing by post, or by email. We will aim to resolve any issues immediately. If this is not possible, your concerns will be escalated to a manager who will investigate the matter. We will respond within 10 working days.
Step 2: Escalate to a Director
If you remain unsatisfied, escalate to the relevant Director in writing. Your complaint will be acknowledged within 3 working days and a full response issued within 10 working days. If we need more time, you will receive a written explanation for the delay.
Step 3: Independent Redress
If you remain dissatisfied, you can refer the matter to the Property Redress Scheme, a free impartial review service.
https://www.theprs.co.uk/ComplainPropertymark
If you feel your complaint has not been satisfactorily dealt with by ourselves and the redress scheme, you can send your complaint to Propertymark. They investigate complaints against members where there is evidence an agent has breached their Conduct and Membership Rules.
Phone: 01926 496 791
Email: complaints@propertymark.co.uk
Web: propertymark.co.uk
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.