Complaints Procedure

Residential Estate and Lettings Agency – Making a complaint

At Castles Estate Agents we strive to make the process of buying, selling, letting, or renting a property the easiest and most streamlined as possible. These transactions are sometimes very complicated and problems can arise. If an issue is identified we will always take swift action to make sure that it is seamlessly resolved in the shortest possible timeframe. Sometimes we cannot detect problems that our clients have but by contacting us we will work with you to resolve any type of issue or concern.

Please note that all discussions are handled discretely by the relevant personnel to ensure swift action.

Information for customers:

Castles Estate Agents are a registered agent with The Property Ombudsman (TPOS) and as such aim to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded, we have a Complaints Process in place. The aim of this process is to resolve any issues or concerns as quickly as possible.

Stage One – Branch Manager

Complaints related to sales/purchases should, in the first instance, be directed to the Branch Manager. The Branch Manager will endeavor to acknowledge your complaint within 3 working days and a full response will be sent within 14 working days of receipt. Complaints regarding renting/letting a property should be directed, in the first instance to the Branch Manager who will acknowledge your complaint within 3 working days and a full response will be sent within 14 working days of receipt.

Stage Two – Managing Director

If you remain dissatisfied, you may then further your complaint, which must be in writing to the Managing Director. You must write to the Managing Director within one month of receiving the Branch response. The Branch Manager can supply you with the contact details of the Managing Director. The Managing Director will endeavor to acknowledge your complaint within 3 working days and a full written response will be sent within 14 working days.

Stage Three – The Property Ombudsman

If you continue to be dissatisfied after receiving a response from the Managing Director you should then contact The Property Ombudsman, details on how to do this can be found in The Property Ombudsman Consumer Guide online at www.tpos.co.uk. Please note that you must do this within 6 months of your final letter. The Property Ombudsman will not consider your complaint until our internal complaints process has been completed.

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