Complaints procedure

Greykey Estates Limited is registered in England and Wales under company number 16677849.

Greykey Estates Limited is committed to delivering a professional, fair and responsive service. When something goes wrong, we want to know so that we can investigate properly, respond clearly and improve our standards where necessary.

This procedure applies to complaints relating to our estate agency, lettings, property management, valuation, sales progression, tenancy administration and customer support services.

We will, where appropriate, make reasonable adjustments for complainants who may be disadvantaged because of age, disability, health, bereavement, lack of knowledge, language barriers, economic circumstances or other vulnerability factors. Please tell us if you need information in a different format, need more time, or would like someone to support you when making a complaint.

Please put your complaint in writing by letter or email, and include as much detail as possible so that we can investigate it properly.

Please include

• ·your full name and preferred contact details;
• ·the property address or transaction reference, where relevant;
• ·the dates, people involved and key events;
• ·copies of relevant emails, messages, photographs, invoices or other evidence;
• ·what outcome or remedy you are seeking.

We will always aim to deal with complaints fairly, promptly and proportionately. Where a complaint is complex, we will keep you updated and explain if more time is needed.

If you remain dissatisfied after receiving our final viewpoint letter, or if eight weeks have passed since you first complained and you have not received a final response, you can request an independent review from The Property Ombudsman without charge.

The Property Ombudsman generally requires you to have raised the matter with us within 12 months of the event, or of becoming aware of it. You must refer your complaint to The Property Ombudsman within 12 months of our final response, including the evidence requested to support your case.

Greykey Estates Limited is certified and accredited by Propertymark. Service complaints and claims for redress should first follow our internal complaints procedure and, where appropriate, be referred to The Property Ombudsman. If you then believe the matter concerns a possible breach of Propertymark conduct or membership rules, you may also refer it to Propertymark.

Propertymark can investigate conduct and membership-rule issues. Propertymark is not a compensation scheme and does not have power to award compensation. The Property Ombudsman remains the relevant independent redress route for service complaints and compensation or redress outcomes.

We will keep complaint records, correspondence, evidence, investigation notes and outcome letters securely and confidentially. Complaint information will only be shared where necessary and lawful, including with legal advisers, insurers, professional indemnity providers, regulators, ombudsman schemes, Propertymark or other relevant bodies.

This procedure will be reviewed at least annually, or sooner if regulatory, legal, Propertymark, Ombudsman or business requirements change. Staff involved in complaint handling will be briefed on this procedure and the required escalation routes.