Sales complaints procedure

We are dedicated to delivering a high standard of service to all our clients and customers. If something goes wrong, we encourage you to let us know. Your feedback is vital in helping us enhance our service.

We will, where applicable, make reasonable adjustments for individuals who may face disadvantages due to factors such as age, disability, illness, lack of knowledge, language or numeracy barriers, financial constraints, bereavement, or where English is not their first language.

If you wish to make a complaint, please submit it in writing, providing as much detail as possible. We will address your concerns in accordance with the timeframes outlined below. If you feel we have not resolved your complaint within eight weeks, you may refer the matter to the Property Redress Scheme for further review, even if we have not yet issued our final response.

What Happens Next?

• Acknowledgment: We will acknowledge receipt of your complaint in writing within three working days, and provide a copy of this procedure.

• Investigation: We will then investigate your complaint. This will typically be handled by the Office Manager, who will review your file and speak to the staff member involved. A formal written outcome of our investigation will be sent to you within 15 working days of receiving your complaint.

• Escalation: If you are not satisfied with the outcome, please contact Stephen McNicholas, Company Secretary. We will arrange for an independent review of the complaint.

• Final Response: We will respond to your review request within 15 working days, confirming our final position on the matter.

• Independent Review: If you are still dissatisfied with our final response, or if more than eight weeks have passed since the complaint was first made, you may seek an independent review through Property Redress, at no cost to you.

Registered Office Address:

7th Floor, Corn Exchange, 55 Mark Lane, London, England, EC3R

Additional Information:

• Complaints must be submitted to Property Redress within 12 months from the date of our final viewpoint, along with any supporting evidence.

• Property Redress requires that all complaints are first addressed through our internal procedure before being submitted for independent review.