Complaints Policy

Thankyou Lorna for your friendly calls , amazing service , just like talking to a best friend . Thankyou again

L Fearnley

Always a fantastic service from Next2buy!! Used them for many years from when they first opened their business. Thank you Next2buy

D Cairns

Thank you for getting us into our home that we love! :-)

D Reeves

I think every town needs a next2buy! simply the best!

Peter Duddy

Thank you so much for all your help, support and professionalism in assisting me to find my new home. I Live It!

Lorraine & Peter

IN-HOUSE COMPLAINTS PROCEDURE

We are committed to providing a professional service to all our clients and customers. When something goes
wrong, we need you to tell us about it. This will help us to improve our standards.

If you have a complaint, please put it in writing, including as much detail as possible. We have eight weeks to
consider your complaint. If we have not resolved it within this time you may refer your complaint to The
Property Ombudsman.

What will happen next?
• We will send you a letter acknowledging receipt of you complaint within three working days of
receiving it, enclosing a copy of this procedure.
• We will then investigate your complaint. This will normally be dealt with by the office manager
who will review your file and speak to the member of staff who dealt with you. A formal written
outcome of our investigation will be sent to you within 15 working days of sending the
acknowledgement letter.
• If, at this stage, you are still not satisfied, you should contact us again and we will arrange for
a separate review to take place by a senior member of staff.
• We will write to you within 15 working days of receiving your request for a review, confirming
our final viewpoint on the matter.

If you remain dissatisfied, you can then contact The Property Ombudsman or Propertymark to request an independent
review.

The Property Ombudsman Ltd
Milford House
43-45 Milford Street
Salisbury
Wiltshire
SP1 2BP
01722 333 306
www.tpos.co.uk

Please note the following:
You will need to submit your complaint to The Property Ombudsman within twelve months of receiving our
final viewpoint letter, including any evidence to support your case.
The Property Ombudsman requires that all complaints are addressed through this in-house complaints
procedure, before being submitted for an independent review.

“WE ARE MEMBERS OF PROPERTYMARK. If you feel your complaint has not been satisfactorily dealt with by ourselves and the redress scheme, you can send your complaint to Propertymark. Go to the Propertymark website to download a complaint form.

Propertymark investigate complaints against their members where there is evidence an agent has breached their Conduct and Membership Rules. Examples of this include, but are not limited to, misuse of client money, failure to uphold high standards of ethical and professional practice, and failure to answer correspondence. 01926 496 791 | compliance@propertymark.co.uk www.propertymark.co.uk/professional-standards/complaints