Complaints procedure

Please review and complete this page before going live. UK letting and estate agents must belong to a government-approved redress scheme and a Client Money Protection scheme, and must publish those memberships. The details in [square brackets] must be filled in.

Making a complaint

We aim to provide a high standard of service. If something has gone wrong, please tell us so we can put it right.

1. Write to us. Send the details to info@n-w-properties.com, or by post to [address], marked for the attention of [name/role].
2. We acknowledge. We will acknowledge your complaint in writing within three working days.
3. We investigate. We will carry out a full investigation and send you a written outcome within fifteen working days.
4. Final review. If you are not satisfied, you may ask for the matter to be reviewed by [name/role], who will write to you with a final view within fifteen working days.

If you are still not satisfied

If we have not resolved your complaint within eight weeks, or you remain unhappy with our final response, you can refer the matter to our redress scheme free of charge:

[The Property Ombudsman / Property Redress Scheme — membership number …, address, website]

You will normally need to refer your complaint to them within twelve months of our final response.

Client Money Protection

Client money held by us is protected by [scheme name], membership number [number]. A copy of our certificate is available on request and displayed at our office.

Regulatory memberships

[List any memberships such as ARLA Propertymark, NAEA, RICS, and include the deposit protection scheme used.]