1). Purpose and Scope
This document sets out the Complaints Policy and Procedure for [Your Estate Agency Name], in compliance with:
We are committed to providing the highest level of service. If you feel we have not met your expectations, we encourage you to let us know so we can address your concerns and improve our service.
2). Definition of a Complaint
A complaint is defined as:
“An expression of dissatisfaction by any person, whether justified or not, relating to the provision of estate agency services by this firm.”
This includes concerns about service quality, conduct of staff, or breaches of relevant legislation or professional codes.
3). Informal Resolution
We aim to resolve issues quickly and informally. Please raise any concerns with your main point of contact at the agency in the first instance. They will attempt to resolve your complaint promptly.
4). Formal Complaint Procedure
If your issue is not resolved informally, you may initiate our formal complaints procedure:
Please write to:
Riccardo Matrubhutam
Village Properties
92 School Road, Tilehurst, Reading, RG31 5AU
Sales@villageproperties.org
0118 9415607
Include:
We will acknowledge receipt of your complaint in writing within 3 working days.
Your complaint will be investigated thoroughly by a senior member of staff who was not directly involved in the matter.
We will respond in writing within 15 working days of acknowledging your complaint. If a full response cannot be provided in this time, we will inform you of the reasons and the expected date for a final response (not exceeding 8 weeks from receipt).
5). Escalation to The Property Ombudsman (TPO)
If you remain dissatisfied after the final response, or 8 weeks have passed since your initial complaint, you may refer the matter to:
The Property Ombudsman
Milford House, 43-55 Milford Street
Salisbury, Wiltshire SP1 2BP
Website: www.tpos.co.uk
Telephone: 01722 333306
Email: admin@tpos.co.uk
You must refer the complaint to TPO within 12 months of the final response.
6). Record Keeping
We will retain written records of all complaints for a minimum of 6 years in accordance with The Property Ombudsman’s Code of Practice and Propertymark’s requirements.
7). Third Party Redress
As a member of:
We are bound by their codes of practice, which are available upon request or online at www.propertymark.co.uk and www.tpos.co.uk.
8). Confidentiality and Data Protection
All complaints will be handled in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. Information will be treated confidentially and used only for the purpose of resolving the complaint.
Policy last updated: 01/07/2025
Next review due: 01/07/2027