Complaints Procedure

MOTT Estate Agents is committed to providing a high standard of service. If something goes wrong, we want to know so we can put things right wherever possible.

Step 1: raise the issue

Please contact us as soon as possible with details of your concern.

Email: enquiries@mottestateagents.com
Telephone: 01962 571168

Please include your name, contact details, property address if relevant, a clear summary of your complaint, the outcome you are seeking and any supporting documents or correspondence.

Step 2: acknowledgement

We will acknowledge your complaint within three working days.

Step 3: investigation

Your complaint will be reviewed carefully and fairly. As a small independent business, the complaint will normally be reviewed by James Mott directly. If appropriate, advice may be taken from relevant professional or compliance bodies.

Step 4: response

We aim to provide a written response within 15 working days of receiving your complaint. If more time is needed, we will let you know and explain why.

Step 5: final viewpoint

If you remain dissatisfied after our response, you can ask us to review the matter again. We will then issue a final written response, known as our final viewpoint.

Step 6: The Property Ombudsman

If you remain dissatisfied after receiving our final viewpoint, or if eight weeks have passed since your complaint was first made and the matter has not been resolved, you may be able to refer the complaint to The Property Ombudsman.

The Property Ombudsman
Website: www.tpos.co.uk
Telephone: 01722 333306

You should normally refer your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint.