At Home Estate Agents, we are committed to providing a professional service to all our clients and customers. If something goes wrong, we need you to tell us about it. This will help us improve our standards.
Step 1: Making a complaint
If you have a complaint, please put it in writing. You can do this by email or letter and include as much detail as possible so that we can fully understand your concerns.
Please send your complaint to:
Complaints Manager
Home Estate Agents
Email: sue@homeofleigh.com
Address: 26 Broadway, Leigh on Sea, Essex, SS9 1AW
Once we receive your complaint, we will acknowledge it in writing within 5 working days.
Step 2: Our investigation
Your complaint will be investigated by a senior member of staff who has not been directly involved in the matter where possible.
We will consider all relevant information, including our file notes and correspondence, and may contact you if we need any clarification.
We aim to provide a full written response within 28 working days of acknowledging your complaint. If this is not possible, we will explain why and let you know when you can expect a full response.
Step 3: Final viewpoint
If you remain dissatisfied after receiving our response, you may request a final viewpoint letter.
This letter will confirm our final position on your complaint.
Step 4: The Property Ombudsman
If you are still not satisfied after receiving our final viewpoint letter, or if 8 weeks have passed since you first made your complaint and it has not been resolved, you may refer the matter to The Property Ombudsman for independent review.
You must refer your complaint to The Property Ombudsman within 12 months of the date of our final viewpoint letter.
The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire SP1 2BP
Telephone: 01722 333 306
Email: admin@tpos.co.uk
Website: www.tpos.co.uk
Please note that The Property Ombudsman will not consider a complaint until our internal complaints procedure has been completed.
Our membership
Home Estate Agents is a member of The Property Ombudsman Scheme, and we are required to comply with its Code of Practice.