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 will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter). 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. The office manager, who will review your file and speak to the member of staff who dealt with you, will normally deal this with. 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 are still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge – please note their details below. The Property Ombudsman Milford House 43-55 Milford Street Salisbury Wiltshire SP1 2BP 01722 333 306 admin@tpos.co.uk www.tpos.co.uk Please note the following: You will need to submit your complaint to The Property Ombudsman within 12 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.

Discover why more than 500 clients have rated us 5 stars

From finding your dream home to handing over the keys, we take the stress out of every step.

    
 
 
      Trustindex verifies that the original source of the review is Google. Sarah was a fantastic agent. She proved extremely professional and diligent and when the first buyer suddenly dropped out at the last moment, Sarah very quickly found another buyer.
  
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   Geoff Wileman 
 
 
 
 
     Trustindex verifies that the original source of the review is Google. Harry and his team did a great job for me. Their valuation was accurate and their sales service delivered potential customers without my involvement. This was important as a remote seller. Ultimately a successful completion of sale. I recommend them very highly.
  
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   Neil Farmer 
 
 
 
 
     Trustindex verifies that the original source of the review is Google. Catherine gave an excellent personal approach to the preparation and selling of my late mum’s house. She made everything easy. She sorted out the EPC for me as I live miles away. Nothing was too much trouble. Her service was also excellent value for money { 25% cheaper than both other estate agents I contacted…!}
I have no hesitation in recommending HR estate agents to be your first choice when selling your home.
  
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   Jonathan Spurgeon 
 
 
 
 
     Trustindex verifies that the original source of the review is Google. Catherine was our estate agent when buying our first home and she was incredible! She was consistently responsive and accommodating. She was very helpful and helped us to speed up our purchase and answered any questions we had to great detail. Definitely recommend. Thank you.
  
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   Oscar Lancaster 
 
 
 
 
     Trustindex verifies that the original source of the review is Google. Thank you to Jordan who made a huge difference to the sale of my property. After receiving some poor advise from my original estate agent, Jordan was able to steer me in the right direction and get the sale of the property back on track. It was also great to have someone on board that gave a personal touch. All of the viewings and appointments were carried out by Jordan. He was also available on the phone whenever I had any queries. I really can’t thank him enough for the sound advise and professional service. I will have no hesitation in recommending him
  
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   Mark Powell 
 
 
 
 
     Trustindex verifies that the original source of the review is Google. We used Emma to sell our house for us as she had already sold a house nearby. From the initial appointment to value the house all the way through to completion she was always very efficient, friendly and helpful nothing was ever to much trouble. The write up of the property details was so good it made me cry and the quality of the supporting photos was exceptional. I would definitely use Emma again and would have no hesitation in giving her the highest possible recommendation. Thank you Emma for not just selling our home but for all your assistance in the process and especially for finding someone who will love our old home as much as we did.
  
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   Zoe Hobday 
 
 
 
 
     Trustindex verifies that the original source of the review is Google. Catherine was really brilliant handling all our issues and delivering our dream house highly recommended
  
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   James Brotherhood 
 
 
 
 
     Trustindex verifies that the original source of the review is Google. Harry has been nothing short of brilliant. He has shown relentless enthusiasm from the moment he agreed to sell our house for  us, always keeping us updated. His marketing has been proactive, discussing options and strategies with us during a tricky time with the housing market. He negotiated offers up for us, prompted solicitors to keep the sale timeline on track and took on extra tasks such as inspection reports for our insurance, meter readings and offering to help with arranging removals.
Would definitely recommend
  
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   Tamsin Ribbons 
 
 
 
 
     Trustindex verifies that the original source of the review is Google. We’re so glad we chose HR Estate Agency to sell our property. Harry was fantastic from start to finish and I can confidently say that his personal involvement and dedication helped get our house sold.

He kept us regularly updated, gave prompt feedback after every viewing, and was always available to answer our questions. His professionalism and personal approach were outstanding.

Having used other estate agents before, HR were 100 times better!

We would highly recommend them to anyone looking to sell their property.

Thank you, Harry!
  
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   sachin ambapkar