Shepherd & White Estate & Letting Agents

Complaints Handling Procedure

At Shepherd & White Estate & Letting Agents, we are committed to providing a professional, personal and responsive service to all our clients and customers.

If something goes wrong, we want to know about it so that we can investigate the matter fairly, address your concerns and learn from the experience.

This procedure applies to our estate agency and lettings services.

Stage 1 – Raising your complaint

In the first instance, please contact the member of our team dealing with your property or transaction and explain your concerns. We will do our best to resolve the matter informally wherever possible.

If the matter cannot be resolved informally, or you wish to make a formal complaint, please submit your complaint in writing, setting out:

Your name and contact details.

The property address concerned.

Details of your complaint and the events leading to it.

The outcome you are seeking.

We will acknowledge your formal complaint in writing and investigate the issues raised.

Stage 2 – Our investigation

Your complaint will be reviewed fairly and thoroughly. We will consider the relevant correspondence, records and circumstances and, where appropriate, speak to the individuals involved.

We will provide a written response setting out our findings, our position and any proposed resolution.

If further time is required to investigate the matter, we will keep you informed.

Stage 3 – Our final response

If you remain dissatisfied, please let us know and we will review any outstanding concerns before issuing our final written response, where appropriate.

Our aim is to resolve complaints promptly, fairly and professionally.

Stage 4 – Referral to The Property Ombudsman

If, after completing our internal complaints procedure, you remain dissatisfied, you may be entitled to refer your complaint to The Property Ombudsman (TPO), subject to its eligibility criteria and applicable time limits.

The Property Ombudsman
Unit 159756
PO Box 7169
Poole
BH15 9EL

Website: www.tpos.co.uk

Please consult The Property Ombudsman's website for information about its complaints process, eligibility requirements and referral deadlines.

Our commitment

Shepherd & White Estate & Letting Agents is committed to treating complaints seriously, investigating them impartially and using the outcome to improve our service.

We believe in personal service, clear communication and accountability throughout the property transaction or letting relationship.