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Complaints Procedure

We are committed to providing a professional service to all our clients and customers. When  something goes wrong, we need you to tell us about it. This will help us to improve our  standards. 

If you have a complaint, please put it in writing, including as much detail as possible. We will  then respond in line with the timeframes set out below (if you feel we have not sought to  address your complaints within eight weeks, you may be able to refer your complaint to the  Property Ombudsman to consider without our final viewpoint on the matter). 

What will happen next? 

  • We will send you a letter acknowledging receipt of your complaint within three  working days of receiving it, enclosing a copy of this procedure. 
  • We will then investigate your complaint. This will normally be dealt with by the office  manager who will review your complaint and file. A formal written outcome of our  investigation will be sent to you within 15 working days of sending the  acknowledgement letter. 
  • If, at this stage, you are still not satisfied, you should contact us again and we will  arrange for a separate review to take place by a senior member of staff. We will write to you within 15 working days of receiving your request for a review,  confirming our final viewpoint on the matter. 

If you remain dissatisfied, you can then contact The Property Ombudsman to request  an independent review: 

The Property Ombudsman Ltd 

Milford House 

43-45 Milford Street 



SP1 2BP 


01722 333 306 

Please note the following: 

You will need to submit your complaint to The Property Ombudsman within 12 months of  receiving our final viewpoint letter, including any evidence to support your case.