Terms, Conditions & Complaints

Complaints Procedure

As members of the National Federation of property Professionals (NFOPP), Association of Residential Lettings Agents (ARLA) the National Association of Estate Agents (NAEA), National Approved Lettings Scheme (NALS), the Property Ombudsman Scheme, the Tenancy Deposit Scheme (TDS), we are committed to providing you with the highest level of customer service and satisfaction. Our procedures are carefully vetted and audited on a regular basis.

To ensure that our buyers, sellers, landlords and tenants are safeguarded, we offer the following in the unlikely event that you are dissatisfied with the level of service provided by us.

If you believe that you have a grievance, we request that you write in the first instance to:
 

Mr Paul Boswell FNAEA CPEA MARLA (Principal)

43 High Street
Newhaven
East Sussex BN9 9PA

 

Where it will receive prompt attention. The matter will be investigated thoroughly in accordance with ‘in-house’ procedures. A written reply will be sent to the complainant within 10 working days of receipt of your letter.

If you are dissatisfied with the result of the internal investigation and wish to take your complaint to a higher authority, then please write to one of the following.

If your complaint refers to a property sale or purchase:

The Ombudsman for Estate Agents
Beckett House
4 Bridge Street
Salisbury
Wilts SP1 2LX

or:

The National Association of Estate Egents
Arbon House
6 Tournament Court
Edgehill Drive
Warwick CV34 6LG
 

If your complaint refers to a property for rent, please write to:

National Approved Lettings Scheme
Cheltenham Office Park
Hatherley Lane
Cheltenham GL51 6SH
 

or:

Association Of Residential Lettings Agents
Arbon House
6 Tournament Court
Edgehill Drive
Warwick CV34 6LG