Complaints Procedure

Martyn Gerrard Estate Agents – Complaints Procedure

We hope that you are completely satisfied with the service you receive from Martyn Gerrard Estate Agents. However, we are fully aware that in any business things can sometimes go wrong.

We have an established in-house complaints procedure in which we will endeavor to satisfactorily resolve any complaint or dispute you may have with us or our service.

Should you be unhappy with any aspect of our service, you should in the first instance, bring the matter to the attention of the manager of the branch or department with which you are dealing. They will respond as quickly as possible (at the most within 15 days of receipt of the complaint).

The vast majority of complaints or concerns are dealt with in an amicable and satisfactory manner at branch level.

If the response you receive from the Branch or Head of Department is not satisfactory you should notify us and the matter will be escalated to the relevant Director overseeing the Branch or Department. They will make a separate review and reply as quickly as possible (at the most within 15 days of receipt).

Should you remain unsatisfied you should contact our Head of Compliance:

David Smith FNAEA MARLA. 

Martyn Gerrard House, 197 Ballards Lane, Finchley, London N3 1LP


Your complaint must be put in writing. At this point, it would be helpful if you can outline the resolution you are seeking. We will acknowledge receipt within 3 working days. We will investigate the matter and make a separate and detached review of the complaint. You will receive a full response (or an explanation if the response will take longer) within 15 days.

Should this fail to resolve the matter you can refer your complaint to:

The Property Ombudsman (TPO) 

Milford House, 43-55 Milford Street, Salisbury, Wiltshire SP1 2BP

Tel: 01722 333306.

The TPO will provide an impartial review of the complaint. Their service is free of charge. They are only able to consider complaints that have gone through our internal procedures.

Last Updated October 2016

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