Complaints Procedure

We’re always here to help so if something has gone wrong, we’d like to put it right.
Please contact our Director Benjamin Pariente, who will be able to resolve things in most cases.

We’ll need sufficient time to investigate your complaint thoroughly, but we’ll act as quickly as possible. We
will acknowledge your complaint within 3 working days and aim to resolve the matter within 15
working days.

If you’re unhappy with our response (or if more than 8 weeks have passed since you submitted your complaint), please let us know and we’ll escalate the matter for a further review. We’ll advise you of any additional time required for our investigation. You will receive our final response, including the
outcome of your complaint, within 15 working days.

If you’re still not satisfied, it may be appropriate to involve an independent third party. We’re members of The Property Redress Scheme which is a free and impartial service that supports customers of property agents. You can refer your complaint to them for further assistance.