About this procedure
Propertynest is a franchise network. Each local business is independently owned and operated under licence.
We are committed to providing an exceptional, personal service. If something goes wrong, we want you to tell the local Propertynest agent or branch responsible so they can investigate.
If they cannot resolve it, our Franchise Head Office is available to review the matter before it is referred for independent redress.
Stage 1: Local agent investigation
Please put your complaint in writing (by letter or email) directly to the local Propertynest branch or agent you have been dealing with.
To find their contact details, please use the branch finder at propertynest.co.uk/estate-agents
• Acknowledgement: The local branch will acknowledge your complaint in writing within 3 working days of receipt.
• Initial outcome: The local Branch Manager or Franchise Owner will investigate and send you a formal written outcome within 10 working days of receipt.
Stage 2: Local senior review
If you remain unsatisfied with the Stage 1 response, you can request a local senior review. Please reply to the local branch in writing within 14 days, stating your reasons.
• Review outcome: A Senior Director or Franchise Principal of that local branch, who was not involved in the original matter, will review your file and send you a Stage 2 written response within 10 working days.
Stage 3: Propertynest Head Office review
If the local senior review does not resolve the matter to your satisfaction, you can escalate the dispute to the Propertynest Franchise Head Office Compliance Team for a final network assessment.
Please forward your full complaint history and previous responses to:
Email: [email protected]
Post: Propertynest Head Office, Parkhill Business Centre, Wetherby, LS22 5DZ
• Final Viewpoint: Our Head Office Compliance Team will carry out an independent review and send you a formal Final Viewpoint Letter within 15 working days of receiving your escalation. This marks the end of our in-house complaints procedure.
Independent redress: The Property Ombudsman
You can refer your complaint to The Property Ombudsman if either of these applies:
• You are still not satisfied after receiving our Head Office Final Viewpoint Letter.
• 8 weeks have passed since you first made your complaint at Stage 1.
Contact The Property Ombudsman
Website: www.tpos.co.uk (TPO recommends submitting complaints online)
Email: [email protected]
Phone: 01722 333306
Post: The Property Ombudsman
Unit 159756
PO Box 7169
Poole
BH15 9EL
Please note: You must submit your complaint to The Property Ombudsman within 12 months of the date of our Head Office Final Viewpoint Letter.