Complaints procedure

Information for Customers

We are a member of The Property Ombudsman Service (TPOS) and aim to provide the highest standard of service to all our customers. In order to ensure that your interests are safeguarded, we have put into place a set process by which any raised complaints are handled; this allows us to handle any issues or concerns effectively and wherever possible, as soon as they are raised.

You may find below our guidance for making a complaint in relation to:

  • Estate Agency

Residential Estate Agency Complaints Process

Stage One - Branch Manager

All complaints should, in the first instance, be directed to the Manager of the Branch you have been dealing with. Your complaint will be acknowledged within three working days. They will endeavour to resolve your complaint immediately, and no later than 5 working days of the first notification.

Stage Two - Area/Regional Partner

If you remain dissatisfied, you may then further your complaint in writing to the Area/Regional Partner responsible for the branch in question; the Branch Manager will supply you with their name and contact details. Where necessary, if the situation remains unresolved, we recommend that the issue is raised within one month of completing Stage 1.

Your escalation will be acknowledged within three working days of receipt and the Area/Regional Partner will work with you to try and resolve any issues raised as promptly as possible. A written response to summarise any investigations and steps taken will be sent within fifteen working days. 

Stage Three - Customer Relations Manager

If you remain dissatisfied and wish to further escalate your complaint, you may write to the Customer Relations Manager at the address below, or via Your letter will be acknowledged within three working days of receipt and a full review of your complaint will be undertaken, including how it has been handled to date, which may include further investigations into the background of your concerns. Within fifteen working days the Customer Relations Manager will detail their findings and recommendations in a written response to you, to confirm our ‘final viewpoint’ on the matter.

EA Customer Relations Manager
Spicerhaart Head Office
Colwyn House
Sheepen Place

Stage Four - The Property Ombudsman

After you have received our final viewpoint letter, if you are not satisfied with the proposed resolution, you may approach The Property Ombudsman Service (TPOS). Details of how to do this are contained within the final viewpoint letter alongside a link to The Property Ombudsman Service (TPOS) consumer guide at

Please note that if you do wish to contact The Property Ombudsman Service (TPOS), you must do so within six months of the date of the final viewpoint letter. It is also important to note that The Property Ombudsman Service (TPOS) will not consider your complaint until our internal complaints procedure has been exhausted.