Complaints procedure

When things needs sorting out

We’re committed to delivering the best possible service, but we understand that sometimes things don’t go as planned. If something isn’t right, we want to hear from you. Sharing your feedback helps us understand what went wrong and gives us the chance to make it right. This simple guide explains how you can share your concerns with us, so we can resolve them promptly and professionally.

How to report a complaint

If you are dissatisfied with any aspect of our service, please contact us to let us know. You may raise your concerns by telephone, in writing by post, or by email.We will make every effort to resolve your concerns immediately. If this is not possible, your complaint will be referred to a manager, who will carry out a full investigation.

49 High Street, Gosforth, NE3 4AA

How we handle complaints

• You will receive a written acknowledgement within three working days, confirming who will be responsible for investigating your complaint.

• We will gather all relevant information and liaise with the appropriate departments to establish the facts.

• A detailed written response will be provided within fifteen working days, outlining the outcome of our investigation and asking whether the proposed resolution is satisfactory. If additional time is required, we will send you a written explanation for the delay.

All complaints are treated in strict confidence and handled in a fair, impartial manner. If we do not receive a response from you within eight weeks of our reply, we will consider the matter resolved and close the complaint.

If you have any further concerns during this time, please contact the member of staff named in your acknowledgement letter.

Contact Propertymark

We are members of propertymark

If you believe that your complaint has not been satisfactorily resolved either by us or through the redress scheme, you have the option to escalate the matter to Propertymark. A complaint form can be downloaded directly from the Propertymark website. Propertymark investigates complaints against its members where there is evidence of a breach of the Conduct and Membership Rules, which may include, but is

not limited to, the misuse of client money, failure to maintain high standards of ethical and professional practice, or failure to respond to correspondence.

01926 496 791 | [email protected]

propertymark.co.uk/professional-standards/complaints

If, after following our internal complaints procedure, you remain dissatisfied with the outcome, you have the right to request an independent review from The Property Ombudsman.

Correspondence can be sent to

The Property Ombudsman, 33 The Clarendon Centre, Salisbury Business Park, Dairy Meadow Lane, Salisbury SP1 2TJ. Alternatively, you can contact them by telephone on 01722 333 306 or visit their website at www.tpos.co.uk.

Please be aware that your complaint must be referred to The Property Ombudsman within 12 months of receiving our final viewpoint letter, and you will need to provide any evidence supporting your case. It is also a requirement that all complaints are first considered through our in-house procedure before being submitted for independent review.