Fine & Country - Formal Complaints Procedure

As a Fine & Country customer you expect a first class service from us and we aim to provide it. We have high standards, but if you believe we have made a mistake, please get in touch with us as soon as possible and we will do everything we can to put it right.

We are also subject to the rules of The Property Ombudsman. In general terms this gives Clients who are unable to resolve a complaint against us the right to have this reviewed by an independent body – the Ombudsman.

We hope that our complaints procedure will resolve any complaint without the need for you to contact The Property Ombudsman. Please note that the Ombudsman will not investigate your complaint before you have completed our complaints procedure and received a letter or email from us giving our final response.

This document shows the steps in our complaints procedure. At every stage we promise to listen, to do everything we can to resolve your problem and to make sure you're happy with the way we do it.

Our Complaints Procedure

If you have a problem relating to the service you have received, please discuss this at the earliest opportunity with one of our members of staff. Our aim is to deal with your problem sympathetically, fairly and quickly.

If you feel that the matter is not being resolved to your satisfaction, please ask to speak to the Manager of the department dealing with your enquiry. The Manager will try to resolve the matter on the day you raise your complaint, although whether this is possible will depend on the complexity of the complaint.

If the response by one of our Managers does not resolve the matter to your satisfaction, you can ask the Manager to refer the complaint to one of the Directors. It is better if you can do this in writing to:
 

Mr Adam Farrell

Fine & Country

46 Church Road

Hove

BN3 2FN


A letter of acknowledgement will be sent to you within 3 working days. It will also:

Set out our understanding of your complaint and state when we will be able to reply in greater detail.

You may also be asked for additional information if this is required to assist resolving the matter.

Your letter should state why you are still dissatisfied and what further action you wish Fine & Country to take to fully resolve your complaint. The Director will fully investigate your complaint as quickly as possible.

In all but exceptional cases, by the end of eight weeks following receipt of your complaint, Fine & Country will have given you its final response in writing.

If you are still not satisfied with the steps taken by Fine & Country, you can write to:

The Property Ombudsman Ltd, Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP (Telephone: (01722) 333306 or e-mail: complaints@expressestateagency.co.uk.

The Property Ombudsman will consider your complaint, taking into account any points made by you and Sawyer & Co. The Ombudsman may, however, refuse to investigate a complaint when your issue refers to something that happened more than 12 months before you complained in writing to the Member Agency, or you referred your complaint to the Ombudsman more than six months after you received the Member Agency's final offer of settlement or answer.

The Ombudsman's Office may try to settle the dispute by agreement between you and Fine & Country. If this is unsuccessful, the Ombudsman will consider all the relevant factors and make a decision according to what he believes to be fair in all the circumstances.

The Ombudsman will send his decision to you and Fine & Country. You can accept or reject his decision. If you reject the Ombudsman's decision, it will lapse and you are free to do as you wish.

FINE & COUNTRY LIFESTYLE

DISCOVER MORE ABOUT FINE & COUNTRY

TURN YOUR HOME 
INTO A BESTSELLER


Your home is an unfolding story. This is why at Fine & Country, we use a lifestyle approach to marketing to help people see your home as you see it. We do more than sell houses, we turn your home into a bestseller. Find out how we can help »

SELLING YOUR PROPERTY


Selling your home is one of the most important decisions you make; your home is both a financial and emotional investment. Find out how we can help »

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INDEPENDENT EXPERTISE


Every Fine & Country agent is a highly proficient and professional independent estate agent, operating to strict codes of conduct and dedicated to you. They will assist, advise and inform you through each stage of the property transaction.

GLOBAL EXPOSURE


With offices in over 300 locations worldwide we combine the widespread exposure of the international marketplace with national marketing campaigns and local expertise and knowledge of carefully selected independent property professionals.

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UNIQUE MARKETING APPROACH


People buy as much into lifestyle of a property and its location as they do the bricks and mortar. We utilize sophisticated, intelligent and creative marketing that provides the type of information buyers would never normally see with other agents.

PARK LANE OFFICE


Access the lucrative London and international investor market from our prestigious Park Lane showrooms at 121 Park Lane, Mayfair. Our showrooms in London are amongst the very best placed in Europe, attracting clients from all over the world.

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TAKE THEIR WORD FOR IT


An overwhelming majority of those who had used Fine & Country would recommend our services to a family member or friend, according to our most recent survey taken by members of the public.

To achieve 98.96% positive feedback is a privilege and we will endeavour to maintain this result, as we are dedicated to offering the best possible services to every customer, whether buyer or seller, from beginning to end.

MULTI-AWARD WINNING


Our consistent efforts to offer innovative marketing combined with a high level of service have been recognised by the industry for an astounding fifth year in a row, winning Best International Real Estate Agency Marketing at the International Residential Property Awards.

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Independent customer reviews



Fine & Country

4.87 out of 5 - based on 999 customer reviews



Estate Agent and Letting Agent Reviews

OVER 300 LOCATIONS WORLDWIDE

Our International Network


Connecting offices on over 300 locations worldwide, our referral system combines local knowledge and expertise with an international network to find the right buyer for you wherever they are, at the same time as finding you your ideal next move

Our International Websites

United KingdomRussiaFranceHungaryCyprusGermanySpainPortugalUnited Arab EmiratesRomaniaMauritiusMoroccoNamibiaWest AfricaSouth AfricaAustraliaFloridaZimbabwe

SOCIAL MEDIA

We interact with customers on the main social media channels including Facebook, Twitter, YouTube, LinkedIn, Pinterest and Google+, giving each property maximum online exposure.

 

FINE & COUNTRY SERVICES

FINE & COUNTRY
INTERIOR DESIGN


Access Fine & Country Interior Design to put your property ahead and make it stand out. With expert advice from some of London’s best stylists and designers we will make sure it makes a statement. Or if you’re purchasing with us, let F&C ID help make your new house feel like home by helping you find the very best specialists and designers for property refurbishment. Find out more »

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FINE & COUNTRY
FOREIGN EXCHANGE


We have partnered with Rational FX, one of the world’s leading foreign exchange specialists to provide private and tailored currency services for all of our clients buying and selling luxury property around the world. Find out how we can help »

MEDIA CENTRE


Our internal Media Centre is a team of experienced press relations managers and copy writers dedicated to liaising with newspapers, magazines and other media outlets to gain extensive coverage for our properties in national and local media.

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FINE & COUNTRY EVENTS


We organise and attend a series of events throughout the year. If you are interested in attending or if you would like to promote your properties at any of these events, do not hesitate to contact us.View our list of events »

FINE & COUNTRY PUBLICATIONS

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THE FINE & COUNTRY FOUNDATION


The Fine & Country Foundation is dedicated to supporting and funding homeless causes in the UK and overseas. Fine & Country offices organise a range of fundraising events for you to get involved in and/ or support. Find out more about our work here. Read more »

*Please, note: for security reasons, the maps on this website do not provide the exact location of the property and they are provided solely as an indication of area.