Fine & Country East London

In-House Complaints Procedure

Here at Fine & Country East London 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 will then respond in line with the timeframes set out below. Your Complaint should be sent to Steve Barrett via email steve.barrett@fineandcountry.com or by post FAO Steve Barrett, Fine & Country East London, 349 Roman Road, Bow, London, E3 5QR (Email is preferred)

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. We will review your file and speak to any members of our team who were involved.  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. Should you wish to escalate to this stage then please write to Neil King neil.king@fineandcountry.com or by post FAO Neil King, 10, Electric Parade, George Ln, South Woodford, London E18 2LY  (Email is preferred)

• 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, Milford House, 43-55 Milford St, Salisbury SP1 2BP or via email admin@tpos.co.uk.

Further details can be found at https://www.tpos.co.uk/consumers/how-to-make-a-complaint