Complaints Procedure

As a member of The Royal Institution of Chartered Surveyors, The National Association of Estate Agents, The Association of Residential Letting Agents and The Property Ombudsman, we aim to provide the highest standards of service to all clients (including purchasers and tenants).

It is hoped that in most cases these issues or concerns will be resolved through informal discussions with the office Manager responsible. If, however, you believe you have a complaint, please write in the first instance to Divisional Director as follows:

Residential Lettings: Mrs J Wilson FNAEA MARLA at The Guild House, Water Lane, Bishops Stortford, Herts CM23 2JZ.

Residential Sales (inc. Land& New Homes): Mr D Galati at The Guild House, Water Lane, Bishops Stortford, Herts CM23 2JZ.

Commercial: Mr R J S Roberts FRICS at The Guild House, Water Lane, Bishops Stortford, Herts CM23 2JZ.

Your complaint will be acknowledged where possible within 24 hours of receipt but no longer than 3 working days. Your complaint will be thoroughly investigated and a formal reply will be sent to you within 28 working days of receipt of your complaint.

If you are not satisfied with the outcome of our investigation, then you may refer the matter to one of the following:

  • The Property Ombudsman Milford House, 43-55 Milford Street, Salisbury, Wiltshire SP1 2BP. Telephone: 01722 333306 or email: admin@tpos.co.uk.
  • The Dispute Resolution Service, The Royal Institution of Chartered Surveyors at Surveyor Court, Westwood Way, Coventry. CV4 8JE. Telephone: 0207 6951670 or email: regulation@rics.org
  • The Association of Residential Letting Agents at Arbon House, 6 Tournament Court, Edgehill Drive, Warwick. CV34 6LG. Telephone: 01926 496800 or email: info@arla.co.uk.