Sales and Lettings Complaints Procedure

  Sales and Lettings Complaints Procedure


Statement of Intent

Pick My Pad Estate Agents Ltd aims to provide a very high quality Lettings and Sales Service. However, if for any reason you are dissatisfied with the service you receive, we have established a Complaints policy to outline the procedure which should be followed in order to make a formal complaint.

Our complaints procedure is open to anyone who receives or requests a service from Pick My Pad Estate Agents Ltd , including Landlords, Investors, Tenants, Leaseholders, Residential Management Companies and includes staff from other businesses that we deal with.


It is generally accepted that most complaints will be made informally to front-line members of staff and will be resolved at this stage without the need for further action.

However, should the complaint not be resolved at this stage, it will be necessary to invoke the “formal” complaints procedure.

Complaints may include:

  • Delays or failure to provide a service
  • Dissatisfaction with our policies and procedures
  • Perceived unhelpful behaviour or treatment by staff or contractors
  • Failure to achieve our published standards

How do I make a formal complaint?

Before making a formal complaint, we would ask you to liaise, one again, with the person you were originally dealing with in order to give them a final opportunity to solve the problem. If this proves to be unsuccessful, we would ask you to engage the following procedure:

Stage 1 – Line/Branch Manager Level

In the first instance your complaint will be passed to the appropriate Line or Branch Manager for Investigation and a response.

The Line Manager will:

  • Investigate the matter to determine what has happened and why
  • Contact you again if additional information is required
  • Send you a full reply addressing your complaint
  • Depending on the level of complaint, you should receive a response within 10 working days.
  • Please note: if you complaint is about a Line/Branch Manager, it will automatically progress to Stage 2.

All complaints will be acknowledged within 3 working days.

Stage 2 – Group Operations/Compliance/Senior Manager

If you are not satisfied with the response to your complaint after Stage 1, or your complaint relates to a Line/Branch Manager, your complaint will be referred to a Stage 2 Manager that over-sees the Operations, Risk and Compliance. They will then carry out a full investigation.

You should receive a response within 10 working days.

Stage 3 – Director/CEO Level

Should you remain dissatisfied with the outcome following an investigation carried out by a Stage 2 Manager, your complaint will be escalated to the Director/CEO. The Director/CEO will acknowledge the complaint and re-investigate.

You should receive a response within 10 working days.

Property Ombudsman Scheme

As Pick My Pad are members of the Property Ombudsman Scheme, if a dispute is not resolved within eight weeks from your activation of our Complaints Procedure then we offer access to this scheme and their details are as follows:

The Property Ombudsman Ltd
Milford House,
43-55 Milford Street,
T: 01722 333306

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 complaints procedure, before being submitted for an independent review.