Compliance and Complaints Procedure

When Things Need Sorting Out

We are committed to providing you with the highest standards of service. However, there may be occasions when our service falls short of your expectations. This guide is designed to help you make us aware of your views, so we can address your concerns.

It is our duty of care to ensure that all complaints are fully and fairly addressed. We respect your right to take any complaint to a third party and we will fully co–operate with them.

Our Complaints Procedure

Tell us what part of our service or procedure you are unhappy about and what you would like us to do to resolve the matter. You can do this by writing to:

Customer Care Team
British Home Sellers
Third Floor St. Peters House
45 Victoria Street
St Albans

Telephone: 01727 861580

Email: [email protected]

Complaints can be submitted by letter, email or telephone to the contact details shown above. However detailing your complaint in writing helps us to ensure we have understood all your issues and concerns, which in turn ensures we can investigate them all fully and fairly.

Regardless of how we receive your complaint, we will respond in line with the timeframes set out below

  • We will send you a letter acknowledging receipt of you complaint within three working days of receiving it, enclosing a copy of this procedure.

  • Where the issues are straightforward we will aim to resolve your complaint within 5 working days. In some cases, it may be necessary to review the file in detail before responding.

  • Where possible we will, within 15 working days of receipt of your written summary, provide a written outcome of the investigation into your complaint and let you know what actions have been or will be taken.

  • If we do not hear from you within 8 weeks from the date of our response, we will assume the matter has been addressed and we will close our file.

Still Unhappy

After receiving our response, if you feel that your complaint has not been fully addressed or should you have additional issues to raise with us, then please let us know.

  • Your concerns will be considered by a senior member of staff who has not been involved in the initial review of your complaint.

  • A second response will be issued within 15 working days of the receipt of your request for a further review. If we are unable to respond within this time frame we will inform you of this and we will also advise you of when we anticipate being able to answer your concerns.

  • If you are still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.

For the sale and purchase of residential property we are members of The Property Ombudsman Scheme.

Their details are as follows:

The Property Ombudsman Ltd
Milford House
43-55 Milford Street

Telephone: 01722 333306

Email: [email protected]


Please note: 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.