Complaints policy & procedure
We are always striving to be excellent so any feedback you have, even if it’s bad will help us to improve our service and ensure we’re delivering on our promises so please don’t be shy.
How to make a complaint
How we will handle your complaints
Depending on your complaint, we may need a few more days to investigate the complaint and obtain all of the relevant information however, if this is the case, we will still respond within 1 business day and will provide you with a new timeframe in which we will be back in contact.
Once we are ready to address your complaint, we will get in contact with you via phone or if you’re local and have time, we will arrange a face to face meeting so that we can communicate more effectively. At the end of our meeting, we will detail the outcome verbally and will also provide a written response via email to your complaint within 1 business of completing our meeting.
What if you’re not happy with the outcome?
The Residential Tenancies Authority deals with enquiries and complaints from tenants. Please go to their website for more information:
The Office of Fair Trading handles enquiries and complaints about real estate agents from Landlords and other consumers. For more information, please go to