Complaints Procedure

(In accordance with RICS minimum standards for complaints handling and guidance from The Property Ombudsman)

Company Address

For Estate Agency and Property Lettings

At Jamsons Estate Agents Ltd, we are committed to providing a professional and highquality service to all clients and customers. If you believe something has gone wrong, we encourage you to tell us so we can address the matter promptly and improve our service.

How to Submit a Complaint

Complaints should be submitted in writing to:

Timescales and Procedure

• Acknowledgement: Within 3 working days of receipt, we will acknowledge your complaint in writing and provide this procedure.
• Investigation: The Director will investigate, reviewing all relevant documentation and correspondence. A formal written response will be sent within 15 working days.
• Final Viewpoint: If dissatisfied, confirm in writing, and a final viewpoint letter will be issued within 15 working days.

Independent Review

If you remain dissatisfied, you may contact:

For Corporate Clients

Important: Complaints must be referred to The Property Ombudsman within 12 months of our final viewpoint letter. Complaints must first go through our internal procedure.

For All Other Professional Services

If your complaint relates to non-residential estate agency, lettings, or other professional services, and you are unable to resolve the matter directly, submit it in writing to:

Procedure

• Verbal complaints should be followed with a written summary.
• Within 14 days, we will confirm our understanding of the circumstances and invite further comments.
• Within 28 days, a written outcome will be provided detailing actions taken or proposed.
• If dissatisfied, we will attempt resolution through negotiation or mediation.

Independent Review

For non-estate agency complaints, contact:

Please Note: There is no charge to private consumers for using The Property Ombudsman Service or the CEDR schemes.