Complaints & Dispute Resolution Procedures

STEP 1: Please call our Agent licensee, Manpreet Randhawa on 022 567 0017 and advise full details of your complaint, including who you are making the complaint about, your concerns and your desired resolution.

STEP 2: The Agent licensee may ask you to put your complaint in writing so they can investigate it further. Once your written complaint is received the Agent licensee will acknowledge this by replying back to you. Then they will speak with the relevant team members involved. We will aim to respond, either in writing or by phone, within 7 working days. As part of our response, we may ask you to meet with relevant members of our team to discuss the complaint with the goal of finding an agreed resolution.

STEP 3: After the meeting, if we are unable to come to an agreed resolution or if you do not wish to meet with us, then we will send you a written proposal to resolve your complaint.

STEP 4: If you would like to suggest an alternative resolution or you do not accept our proposal, please advise us in writing within 10 working days.

STEP 5: If we accept your preferred resolution, we will put steps in place to implement that resolution as soon as possible. If we decline your preferred resolution we may invite you to mediate the dispute.

STEP 6: If we don’t agree to mediate the dispute, or we invite you to attend mediation but you do not wish to accept the invitation then our complaints process will be at an end.
If you still wish to pursue your complaint at this stage, and if you haven’t already done so, you can make a written complaint to the Real Estate Authority.

The Real Estate Authority
P: 0800 367 732
E: [email protected]

Please contact Manpreet Randhawa on 022 567 0017 or [email protected] if you have any questions about our complaints and dispute resolution procedure.