How to Make a Complaint?

At Real Estate Agents London, we’re committed to providing professional, transparent, and high-quality property services across sales, lettings, and property management. Our Complaints Procedure ensures a fair, confidential, and timely resolution; protecting your rights and helping us continuously improve.

Our Commitment

Our Commitment

We value all feedback and take every complaint seriously. Our goal is to resolve your concerns quickly, fairly, and at no cost to you. Throughout the process, your legal rights remain fully protected, and your complaint will be handled with professionalism and respect.

Our Process

Our complaints process is simple, fair, and transparent. We aim to resolve issues quickly and professionally, ensuring every client is treated with respect and honesty throughout the process.

Step 1

Talk to Us

Raise your concern with the agent or team member handling your matter. Most issues can be resolved quickly, usually within 24 working hours.

Step 2

Submit a Complaint

If the issue isn’t resolved, provide a written summary. We’ll acknowledge it within 3 working days and respond within 15 working days.

Step 3

Escalate if Needed

If you’re still not satisfied after our final response, you can refer your complaint to The Property Ombudsman for an independent and free review.

Submit a Complaint

Please complete the form below to submit your complaint. Our team will acknowledge your message within 3 working days and start the review process immediately.

Complaint form agent

Frequently Asked Questions

We encourage you to raise your concern directly with us first. Most matters can be quickly resolved through open communication, without the need for external review.

Once we receive your written complaint, we’ll send an acknowledgment within 3 working days and begin our investigation immediately.

Our goal is to provide a written response within 15 working days. If additional time is required, we’ll keep you updated every step of the way until your case is resolved.

No. Our entire complaints procedure — including any review by The Property Ombudsman is completely free of charge for all clients.

You can attach any supporting materials such as emails, letters, contracts, invoices, or photographs that help explain your concern. Clear evidence helps us review and resolve your complaint faster.

Yes. If you’d like a family member, friend, or legal representative to handle your complaint, please provide written authorization allowing us to speak with them on your behalf.

If you’re unhappy with our final response, you have the right to refer your complaint to The Property Ombudsman within 12 months for an independent review.

You can contact our complaint handling team by email or phone at any time for an update on your case. We’ll make sure you’re informed of progress throughout the process.

You can file complaints about any aspect of our service, including lettings, sales, property management, or customer service. We take every issue seriously, regardless of size or nature.

Once a resolution is reached, you’ll receive a final response letter outlining our findings and any corrective actions taken. This letter can also be used if you wish to escalate the matter further to The Property Ombudsman.

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