In-House Complaints Procedure

Our Commitment
Sally Harrison Estate Agents is committed to providing a professional service to all our clients and customers. If something goes wrong, we want to know about it so we can investigate properly and continue to improve our standards.

Support Where Needed
Where appropriate, we will make reasonable adjustments for consumers who may be disadvantaged because of factors such as age, infirmity, disability, lack of knowledge, language or numeracy ability, economic circumstances or bereavement.

How To Complain
If you have a complaint, please put it in writing to sales@sallyharrison.co.uk and include as much detail as possible. We will respond in line with the timescales below. If we have not resolved your complaint within eight weeks, you may be able to refer it to The Property Ombudsman without waiting for our final viewpoint.

What Happens Next
We will acknowledge your complaint in writing within three working days of receiving it and provide a copy of this procedure.

Your complaint will then be investigated by a senior member of staff who will review the matter and speak to the team member involved where needed.

We will send you our formal written response within 15 working days of receiving your complaint.

If you remain unhappy, you can ask for a further review by a senior member of staff. We will then write to you within 15 working days of receiving that request, confirming our final viewpoint.

Independent Review
If you are still not satisfied with our final viewpoint, or more than eight weeks has passed since your complaint was first made, you can request an independent review from The Property Ombudsman.

The Property Ombudsman
Unit 159756, PO Box 7169, Poole, BH15 9EL
Telephone: 01722 333 306

Please Note
You will need to refer your complaint to The Property Ombudsman within 12 months of our final viewpoint letter and include any supporting evidence.

The Property Ombudsman requires complaints to go through this in-house procedure before they can be considered independently.