Complaints

If something has gone wrong, tell us, using the contact details beside this page. Give us your reference if you have one, and what you would like us to do. A complaint by email reaches a person, not a form.

We will acknowledge your complaint within three working days and give you a considered response within fifteen working days. If we need longer, we will tell you why and when to expect an answer.

If your complaint is about an estate-agency matter and you are not satisfied with our final response, you can refer it to the redress scheme recorded in the footer, which provides independent resolution at no cost to you.

If your complaint is about how we have handled your personal information, you can refer it to the Information Commissioner's Office.

We treat a complaint as information about how to do better, not as something to defend against. A complaint about contact we should not have made is actioned immediately, with no threshold and no review — there is no version of 'this is spam' that means we write to you again.