Complaints Procedure

We are committed to providing a professional service to all our clients and customers. If things go wrong, we need you to tell us about them. This will help us to resolve issues as soon as possible and improve our service going forward.

All compalints shall be acknowledged and responded to in line with the timescales and stages set out below. The process should take no longer than 8 weeks. We consider the needs of the individual and, where appropriate, make reasonable adjustments for consumers who might be disadvantaged because of factors such as their age, infirmity, disability, lack of knowledge, lack of linguistic or numeracy ability, economic circumstances, bereavement or do not speak English as a first language.

Stage 1 – Your Complaint

Please put your complaint in writing either by letter or email and address it to the Associate Agent you have been dealing with. Please include as much detail as possible, including dates, names of any other team member you dealt with, and where you are able to enclosing/attach any supporting evidence.

If you feel that concerns & issues are unable to be resolved by our Associate agent that you’ve been dealing with, then you can contact our client relations department. The address to email

Stage 2 – Our Acknowledgement

Your complaint will be acknowledged and we will start our in-house complaints process.

Stage 3 – Our Investigation

We will then investigate your complaint. This will normally be dealt with by a member of the RIGHT-STEP Real Estate team who will review your file and speak to the Associate agent who dealt with you. We will then provide a formal written response addressing your specific complaints and proposing resolutions where appropriate.

Stage 4 – Our Final Investigation

If you remain unhappy, your subsequent complaint will be investigated and (relevant member of staff if applicable) will provide a written response outlining our final position and proposing resolutions where appropriate.

Stage 5 – The Property Ombudsman

Should you remain dissatisfied after receiving our final viewpoint letter, you can refer your complaint to:

The Property Ombudsman

Milford House, 43-55 Milford Street, Salisbury SP1 2BP

01722 333306 |

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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