In-house complaints procedure

Snapes Estate Agents (Bramhall) Limited & Snapes Estate Agents (Woodford) Limited TA Snapes Estate Agents

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. We understand buying, selling, letting out or renting a property can be stressful. More often than not a complaint can be dealt with swiftly, although we understand sometimes our response may not be what you wanted to hear. We want to help, so please always approach us.

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).

Complaints relating to the sale or purchase of a property - Please address the complaint to:

Richard Pickford
Snapes Estate Agents (Sales)
Maple House, Maple Road

Or email

Complaints relating to letting / the rental of a property - Please address the complaint to:

David Mone
Snapes Estate Agents (Lettings)
Maple House, Maple Road

Or email

What will happen next?

The complaint will be passed to the relevant department and we will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.

We will then investigate your complaint. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you. 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.

The Property Ombudsman
Milford House
43-55 Milford Street

01722 333 306

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 complaint procedure, before being submitted for an independent review.

We would also need your prior written permission to send any personal data to the Ombudsman and if you are complaining on behalf of someone else, we would need the actual complaint to email or write to us confirming we can discuss the complain with you. Failure to do this may result in a delay with us dealing with the complaint as we need to ensure by answering your complaint we do not fail our duties under Data Protection Regulation.