Complaints Procedure (Sales)

Guild House Estate Agents are committed to providing you with the highest standards of service. However, if you feel that our service has fallen short of your expectations, we’d like to hear from you; not only to allow us to apologise to you but also to improve our service. Most complaints can be dealt with by our Manager. They will do their best to resolve the matter quickly and to your satisfaction.

Stage One
If after speaking with the Manager, you think that your complaint has not been resolved, you are invited to make a formal complaint in writing by email or letter. Please provide a written summary of your complaint and address it to Customer Relations Department as detailed below. Your complaint will be acknowledged within 3 days of being received.

The Manager will make contact with you to discuss the matter further prior to launching a full investigation. Upon completion of the investigation, you will receive a detailed response advising you of the outcome in writing within 14 days of receipt of the original complaint. If further time is required e.g. for reports to be received from a third party, then you will receive a written explanation at the end of the 14-day time frame. Please forward your written letter or e-mail to: [email protected]
Guild House Estate Agents Ltd
27 Tower Road
Rugby
Warwickshire
CV22 5NA

Stage Two
If, after a full investigation, you feel that your complaint remains unresolved, the matter will be referred to the Company Director who will personally conduct a separate review of your complaint. You will receive an acknowledgement from the Director within 3 days and a full response within 14 days.

Stage Three
We are committed to ensuring all complaints are fully and fairly addressed. We respect your right to take any unresolved complaint to an appropriate third party for dispute resolution. Therefore, on our final letter we will always confirm when a ‘deadlock’ situated has been reached, which signals that we have come to the end of our internal complaints procedure and that you may now progress your issues to our Alternative Dispute Resolution entity which is The Property Ombudsman.
Please note: You should refer the matter to The Property Ombudsman as soon as possible after receiving our final response, but within 12 months of the date of our ‘deadlock’ letter. You will need to complete the above steps before you raise your concerns with the TPO or NAEA.