Complaints Procedure

At Fine and Country Newcastle-Upon-Tyne we do everything we can to ensure you enjoy the highest level of service. If however you have reason to be concerned or to complain then we will always listen to you carefully. We promise to take a balanced and fair view of the situation and to take whatever action is necessary to resolve the problem.

We ara a member of The Property Ombudsman Scheme. The Property Ombudsman provides a free, fair and independent service. The Scheme also requires us to have a procedure which we use in the handling of all customer complaints.

Stage 1
The person you first contact with the details of your concern or complaint will aim to resolve the problem for you quickly. Happily, most customer complaints are actually concerns which are successfully resolved at this initial stage. It this isn’t the case, then your complaint will pass into the next stage.

Stage 2
Your complaint will be referred to the Customer Services Manager. This will be acknowledged and investigated thoroughly. You will receive a reply within 10 working days. You can contact Susan Richardson, Customer Services Manager by phone on 0191 2403333, email to susanrichardson@sarahmains.com.

Stage 3
In the unlikely event that you’re not satisfied with the outcome of Stage 2 you may be able to refer your complaint to The Property Ombudsman. Whether you can go on to this stage depends upon the nature of your complaint. Further information can be found at www.tpos.co.uk by phone on 01722 333306 or by post to: The Property Ombudsman Ltd, Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP.

Customer concerns are of the utmost importance to us, because it is only by listening to feedback from our customers that we can provide a better service.

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.