Customer Care

In-House Complaints Procedure

Our goal is to address any concerns you may have in a fair and efficient manner, ensuring that you feel heard and valued throughout the process. We encourage you to share your feedback openly and honestly, as it helps us improve our services and strengthen our relationship with you. Our team is committed to listening carefully, understanding your perspective, and working collaboratively to find a satisfactory resolution.

Stage One

If you have an issue or complaint, please in the first instance, direct it to the Manager of the branch you have been dealing with, either by email or written letter, to ensure that your issue is clearly outlined in detail. We will acknowledge receipt of your complaint within three working days.

The branch Manager will investigate your complaint by reviewing your file and discussing the matter with the staff member who assisted you. You will then receive a formal written response detailing the outcome of our investigation within 15 working days of receiving your complaint.

Stage Two – Director

If the Branch Manager is unable to resolve your complaint to your satisfaction, you may escalate the matter to the branch Director for further review. We will acknowledge receipt of your complaint within three working days and provide a final response within 15 working days.

Please email [email protected] to file a complaint.

Stage Three - The Property Ombudsman

If you are not satisfied with the final outcome of commnications (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.

Compliance, Client Money Protection and The Property Ombudsmen

Beaconsfield Estate Agents & Beaconsfield Country Estate Agents are committed to providing the highest standards of compliance. All estate agents in the residential property industry are regulated by The Estate Agents Act 1979 (EAA) and also general consumer protection legislation such as the Consumer Protection from Unfair Trading Regulations 2008 (CPRs).

Propertymark (the professional body for the property sector)

Furthermore, we are covered by the Propertymark Client Money Protection scheme. To maintain the value of our membership we comply with their Conduct and Membership Rules, providing a compliant structure which enables our high standards to be upheld.

View our Client Money Protection Membership (CMP) certificate
Propertymark's Membership and Accounting Rules

Further information can be found at: https://www.propertymark.co.uk/.

The Property Ombudsman (TPO)

We are members of the Property Ombudsman (TPO) and we abide by their codes of practice for both sales and lettings. Further information can be found at www.tpos.co.uk

Our registration number with the Property Ombudsman is: N00626
www.tpos.co.uk
For any enquiries contact: [email protected]

Please note the following:
You will need to submit your complaint to The Property Ombudsman within 12 months from the date of our final viewpoint, including any evidence to support your case. The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.

Privacy and Cookie Policy

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