About usComplaints procedure

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.

Contact us Call 0333 3444 035
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Our in-house complaints procedure

We will where appropriate, make reasonable adjustments for consumers who might be disadvantaged because of factors such as their age, infirmity, disability, lack of knowledge, lack of linguistic or numeracy ability, economic circumstances, bereavement or do not speak English as a first language.

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).

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What will happen next?

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We will send you written acknowledgment of the receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.
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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 receipt of the original complaint.
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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.
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We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
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If you are still not satisfied with our final viewpoint (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.
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The Property Ombudsman

ContactDetails
AddressThe Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury, Wiltshire SP1 2BP
Telephone01722 333 306
Websitewww.tpos.co.uk (Make a Complaint)

Please note the following:

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You will need to submit your complaint to The Property Ombudsman within 12 months from the date of our final viewpoint, including any evidence to support your case.
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The Property Ombudsman requires that all complaints are addressed through this in-house complaint procedure, before being submitted for an independent review.

Related services

About us
Trent Estate Agents is the estate agency built by the people behind Trent Law Solicitors, a Nottingham firm in continuous practice since 2011.
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Accessibility
The accessibility of www.trentestateagents.co.uk, what we are doing to improve it, and how to ask for help
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Areas we cover
We sell, let and manage property across Nottingham, Nottinghamshire and the Erewash borough of Derbyshire, from West Bridgford, where our office sits on its doorstep, out to Bingham, Hucknall and Long Eaton.
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Careers
We are a young agency inside an established group, which makes this a rewarding place to learn the trade: you will sit a corridor from practising solicitors and qualified mortgage advisers, and you will be taught to get things right before you are taught to get them sold.
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Start with a figure in writing, and a straight answer.

Contact us Call 0333 3444 035