Internal 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 so that we can investigate to ensure our high standards are achieved and maintained.
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 Redress Scheme to consider without our final viewpoint on the matter).
Your complaint should be sent to:
Name: Michelle O'Connor
Position: Office Manager
Postal Address: 7 Tattenham Crescent, Epsom, KT18 5QG
What will happen next?
We will send you a letter acknowledging receipt of your complaint within three working days of receiving it. In this acknowledgement we will advise who will be investigating and responding to your complaint.
- 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 are still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Redress Scheme without charge.
Property Redress Scheme
1st Floor, Premiere House,
0333 321 9418
Please note the following:
You will need to submit your complaint to The Property Redress Scheme within 12 months of receiving our final viewpoint letter, including any evidence to support your case.
The Property Redress Scheme requires that all complaints are addressed through this in-house complaint’s procedure, before being submitted for an independent review.