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 service and standards.

Our Complaints procedure is set out in 3 very easy stages.

Stage One

If you are unhappy about our services or have a complaint, please put it in writing, including as much detail as possible. You can email us at Customerrelations@ycea.co.uk or by letter FAO Customer Relations, Your Choice Estate Agents, 86 Toller Lane, Bradford, West Yorkshire, BD8 9DA.

We will then respond within 3 working days to acknowledge receipt of your complaint and include copy of this procedure.

Stage Two

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.

Stage Three

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, Salisbury, Wiltshire, SP1 2BP.  Tel: 01722 333 306 Email:  admin@tpos.co.uk  Website: www.tpos.co.uk

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 complaints procedure, before being submitted for an independent review.

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).