Customer Complaints Procedure

Nicholsons Estate Agents 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, our staff who you usually deal with will try to resolve it for you that day, so please tell them in the first instance.

Should they need some time to look into the matter, they will explain why and tell you how long it will take. If you’re not happy with the response you receive from the team, you can get in touch through our formal complaints procedure below.

If you have a formal complaint, please put it in writing, including as much detail as possible. When contacting us, please tell us:

• Your name and contact details

• Confirmation of what your relationship is to the property

• The full address of the property.

• The aspect of our service you are complaining about.

• How you would like us to put matters right.

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).

You can get in touch in two different ways - either by post:

F.A.O. The Branch Manager

Nicholsons Estate Agents

Office 13, Retford Enterprise Centre

Randall Way,

Retford,

DN22 7GR

Or

By email: hello@nicholsonsestateagents.co.uk

What will happen next?

• We will send you a letter acknowledging receipt of you 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 file and speak to the member of staff who dealt with you. 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 10 working days of receiving your request for a review, confirming our final viewpoint on the matter.

• If you are still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.

The Property Ombudsman

Milford House

43-55 Milford Street

Salisbury

Wiltshire

SP1 2BP

01722 333 306

admin@tpos.co.uk

www.tpos.co.uk

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. The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.

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