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Complaints Procedure

We are very sorry that you have a complaint – here’s what to do to if you are dissatisfied with any aspect of the service you have received from us at Samuel’s.

If you have made your complaint verbally, whether face to face or over the phone, please also make it in writing addressed to:

By post:
Samuel’s Estate Agents
1 Queen Street

Or email:

This is to ensure that we fully understand the nature of your complaint and have a written record of it.

We will acknowledge your complaint within 3 working days. We will consider your complaint as quickly as possible, and provide you with a full response or, if that is not possible, an update on what is happening with your complaint within 15 working days.

The first thing that the we will do will be to identify which area of the business your complaint relates to and establish the facts of the issue from both your complaint and our records. We will then try to assess how your complaint arose and attempt to resolve the complaint to your satisfaction. If you are happy with the outcome of the investigation into your complaint, this will conclude the matter.

However, if we cannot agree on how to resolve the complaint or eight weeks have passed since the date on which we first received your complaint in writing, and the issues remain unresolved, then you will have the opportunity to take your complaint to the final stage of our complaints handling procedure, which involves referral to The Property Ombudsman Services, whose contact details are below:

The Property Ombudsman Services Limited
Milford House
43-55 Milford Street

01722 333306

The length of time that a consumer has to refer their complaint to the Ombudsman is 12 months

The Property Ombudsman Client Money Protect