Complaints Policy

Complaints Procedure – Asbury Estate Agents

At Asbury Estate Agents, we are committed to providing a high standard of service to all our clients. We take complaints seriously and aim to resolve any concerns promptly, fairly, and effectively. This procedure outlines how you can raise a complaint and how we will handle it.

Step 1 – Raising Your Complaint

If you are unhappy with any aspect of our service, please contact us in writing with full details of your complaint. You can send your complaint by email to:

📧 [email protected]

Please include:

• Your full name and contact details

• The property address (if applicable)

• A clear description of your complaint

• Any relevant supporting documents or evidence

• What outcome you are seeking

Step 2 – Acknowledgement of Complaint

We will acknowledge receipt of your complaint within 3 working days. You will be given the name of the person handling your complaint and a reference number for correspondence.

Step 3 – Investigation and Response

Your complaint will be investigated thoroughly and fairly. We aim to provide a formal written response within 15 working days of acknowledging your complaint. If the investigation takes longer, we will update you on the progress and the expected timeline for a full response.

Step 4 – Final Response

If you are satisfied with our response, the matter will be closed. However, if you remain dissatisfied, you can escalate the matter further.

Step 5 – Independent Redress

If we are unable to resolve your complaint to your satisfaction, you may refer the matter to The Property Ombudsman for independent review. Asbury Estate Agents is a member of this scheme.

You can contact The Property Ombudsman at:

The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire SP1 2BP
📞 Tel: 01722 333 306
🌐 Website: www.tpos.co.uk

Complaints must be referred to the Ombudsman within 12 months of receiving our final response.