Complaints Procedure
We run this business on written records and honest updates, and complaints are handled the same way. If something has gone wrong, we want to know — in writing, so nothing is lost in a phone call.
Step 1 — Tell us
Email hello@glendaleandcheviot.co.uk with "Complaint" in the subject line, your property address, and what has gone wrong. We'll acknowledge in writing within 3 working days.
Step 2 — Investigation
Your complaint is reviewed against the logged record of your sale — every contact, update and chase is timestamped, which is precisely why we keep them. You'll receive a full written response within 15 working days, including what we found, what we'll do about it, and any redress we consider appropriate.
Step 3 — Final view
If you're not satisfied with the response, say so and the complaint receives a final written viewpoint from the principal within a further 15 working days.
Step 4 — Independent redress
Estate agents in the UK must belong to a government-approved redress scheme, and you can refer a complaint there free of charge if you remain dissatisfied after our final viewpoint (or after 8 weeks). Our scheme membership is completing as part of launch — the scheme's name, membership number and contact details will be published on this page before we take our first instruction.