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Copyright © 2006 - 2025 allAgents.co.uk - All rights reserved.
4.8/5, 1285 Reviews
98% Recommended
88% sales valuation accuracy
92% letting valuation accuracy
88% sales fee satisfaction
95% letting fee satisfaction
Complaints procedure
Paramount Properties adopts an open attitude to complaints from customers whether they are from the general public, tenants, landlords, or representatives of any of these groups as long as we are informed by the complainant prior to the representative approaching us.
Who ever takes the complaint completes a “Notes on complaints” form whether it is a verbal or written complaint. All subsequent discussions and actions with regards to the complaint are recorded on this form. The customer is then given the name of the person who is likely to be dealing with the complaint so they have a point of contact.
If a verbal complaint can’t be dealt with by the person who takes the initial complaint or the person the complaint is about, then the customer must be advised to put the complaint in writing addressed to the person who is likely to be dealing with the complaint. All written complaints must be acknowledged within three working days.
Once the complaint has been recorded or received, the persons involved in the complaint and the Lettings or Management Acting Department Manager are to be briefed and copied in with the notes that have been taken together with any correspondence received so that a branch investigation can be promptly undertaken.
A formal written outcome of the branch investigation must be sent to the Complainant within twenty one days. If longer is needed, the Complainant should be told in writing, with an explanation, and given an indication of time scale. The outcome of the investigation must be sent to the Complainant within such timescale.
If the Complainant remains dissatisfied, they must be advised to explain their dissatisfaction in writing to the alternative Lettings or Management Acting Department Manager. This should provide the opportunity for a speedy, separate and detached review of the complaint by an individual not directly involved in the complaint.
Following the conclusion of the In-House Review, a written statement expressing the final view point and any offer must be sent to the complainant within twenty one days. If longer is needed, the Complainant should be told in writing, with an explanation, and given an indication of time scale. The outcome of the investigation must be sent to the Complainant within such timescale.
This letter must also explain to the complainant how the matter can be referred to the Ombudsman for Estate Agents (OEA), pointing out that any such referral by the Complainant must be made within six months of the final view point. If the complaint is to be referred to the Ombudsman then the Lettings and Management Acting Department Managers are to liaise with a director prior to responding.
Last updated at 12/12/2018, 6:53:56 AM by allAgents
| Services | Valuation | Fees | Min Price of property reviewed | Max Price of property reviewed |
|---|---|---|---|---|
| Sales | 88% | 88% | £158,750 | £15,875,000 |
| Lettings | 92% | 95% | £400 | £3,879 |
Paramount Properties
150 West End Lane, London, Greater London
NW6 1SD
020 7372 0202
Kindly note that legally, letting agents need to publish information about their tenancy fees, government-approved redress schemes and client money protection schemes on their website and on third party websites (on which agents are listed). For properties to lease/rent in England, agents need to keep this information up to date and precise on allAgents or specify within the property description.
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oliver
By : 'Victoria'
Services : Letting( As a Owner )
Would you recommend ? : Yes
Postcode : NW10
Paramount have supported me for a number of years both on the lettings and then sales side. Firstly I worked with Ollie and his team on lettings, they did an exceptional marketing video and my property was let out both times within a week. The additional services they provided meant that did not... Read Full Review
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Mehul
By : 'Lee-Ann'
Services : Letting( As a Owner )
Would you recommend ? : Yes
Postcode : NW6
Since the onset of the pandemic, I will say that the service appeared to suffer somewhat, which is expected in such trying times, and the change over of property managers was frequent for a while.Thankfully, Mehul was assigned to me recently. Unfortunately, Mehul was left to complete a number of... Read Full Review
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By : 'Charlotte'
Services : Letting( As a Prospective Landlord/Tenant )
Rent PCM : £1350
Would you recommend ? : No
Postcode : NW2
Really disappointing communication once we put in an offer on a property. Messages asking about the status of the offer have been ignored and only found out through Zoopla a couple of days before our proposed move-in that the flat had been rented to someone... Read Full Review
By : Danielle
Jul 27, 2021Hi Charlotte, thank you for your review and I want to apologise for our communication not being up to standard. We know know important it is to be kept up to date, especially with something as big as ...
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By : 'Nikki'
Services : Other
Would you recommend ? : No
Postcode : NW6
The worst agent I’ve ever experienced! After putting in an offer for a flat which was a “sealed final and best bid only” we had a deadline and our offer got accepted. We were instructed to get survey , mortgage etc which we did immediately. 2 days later the agent... Read Full Review
By : Danielle
Jul 7, 2021Hi Nikki, I\'m very sorry that you had such a frustrating experience. We always aim to act with integrity and in the best interest of all of our clients. We understand how important clear ...
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By : 'hugely'
Services : Letting( As a Tenant )
Rent PCM : £21
Would you recommend ? : No
Postcode : NW6
Definitely do not recommend. Very nice at the beginning, very rocky at the end. Weak information flow, or even misleading information, leading to serious consequences financial for the tenants. When you raise a complaint, facts are pushed back and / or ignored. Unprofessional attitude. Hard to... Read Full Review
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Hollie
Dexter
By : 'Thomas'
Services : Letting( As a Tenant )
Rent PCM : £1800
Would you recommend ? : No
Postcode : W1T
Terrible service. Once they get money, the treat you like rubbish. Awful agency. Not professional, they only want to rip you... Read Full Review
By : Danielle
May 25, 2021Hi Thomas, we\'re very surprised by your review and are concerned that perhaps you have tagged the wrong Paramount. Could you please get in touch on 020 7372 0202 and ask for Reagan, or send an email ...
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By : 'Ksenia'
Services : Letting( As a Tenant )
Rent PCM : £1650
Would you recommend ? : No
Postcode : NW6
A VERY disappointing deposit return experience. Any landlord would be delighted with us as tenants, while paramount properties decided to cover their wear & tear expenses and money lost not renting out our flat after we left due to the current market conditions. Tenants be careful! Make... Read Full Review
By : Danielle
Apr 28, 2021Hi Ksenia, I\'m very sorry to hear that you aren\'t happy with your experience. I\'ve looked further into the details with our team and have seen that there were a couple of issues, including ...
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By : 'Charlie'
Services : Letting( As a Tenant )
Would you recommend ? : Yes
Postcode : NW6
Paramount were extremely professional, helpful and accommodating. While in the end we didn't proceed with the property it was a pleasure to have Andrew as our lettings consultant. I would highly recommend... Read Full Review
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By : 'Adile'
Services : Letting( As a Tenant )
Would you recommend ? : No
Postcode : NW2
NEVER AGAIN! The worst agency I have dealt with in my whole life. Firstly, they created tones of headache when I wanted to end the tenancy agreement earlier after the break-clause term. It took me from March (when I first requested to break it) till June to sort this out. They didn't even... Read Full Review
By : Jon
Jul 31, 2020Hi Adile, I was wondering if you could share the street name of the property you used to live in, or the agent and landlord you dealt with? Just so I know who to steer clear of in the ...
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By : 'Lorenzo'
Services : Letting( As a Tenant )
Would you recommend ? : Yes
Postcode : NW2
We spent in this flat 2 years dealing with paramount having no problems at all and receiving the support we... Read Full Review
By : Paramount Properties
Feb 27, 2020Wow, that\'s fantastic to hear Lorenzo, thank you! We will make sure to pass your kind words along to the ...
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Hollie
By : 'Mylene'
Services : Letting( As a Owner )
Rent PCM : £1600
Would you recommend ? : Yes
Postcode : NW6
I have been letting flats through Paramount since 2012 and I would honestly go to no one but them. Paramount have found me great reliable tenants on each letting and I have never had any problems with my tenants ! Paramount are professional and procative and go above and beyond to help me manage... Read Full Review
Good
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Lionel
By : 'Kim'
Services : Sales( As a Vendor )
Would you recommend ? : Yes
Postcode : NW6
Paramount West Hampstead absolutely deserve all the awards they receive! They are simply outstanding in their professionalism and intelligent approach to estate agency. Soroush patiently answered all our questions about the service that Paramount would provide in selling our house during his... Read Full Review
Very reasonable.
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Tony
By : 'Viviana'
Services : Sales( As a Vendor )
Sold price : £158750
Would you recommend ? : Yes
Postcode : NW6
Tony Mixides is a very enthusiastic agent and his interest in our property was impressive. He clearly enjoys his work and is very good at it. When accompanying prospective buyers he furnished them with the correct information about the house which he clearly had at his fingertips. As I work from ... Read Full Review
fair fees
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Nikos
By : 'Nikos'
Services : Letting( As a Tenant )
Rent PCM : £1433
Would you recommend ? : Yes
Postcode : NW6
Very few agencies can boast a service as good as Paramount's at West Hampstead. Aaron was very helpful in helping us find the most suitable property at a time when the agency was very busy and took us through the process in a professional and seamless manner. The agency uses great software ... Read Full Review
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By : 'Unhappy'
Services : Letting( As a Tenant )
Would you recommend ? : No
Postcode : NW6
"At paramount we do things a bit differently". Sure if that means never reply to emails or answer the phone then I now understand. We have had issues which still haven't been fixed from when we moved in to our property in JULY - it is now NOVEMBER. This agency does not know how to... Read Full Review
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By : 'Carla'
Services : Letting( As a Owner )
Rent PCM : £1375
Would you recommend ? : Yes
Postcode : NW2
Mark and the team at Paramount have been great. Really helpful and responsive. Mark has great experience and really understands the local current market which is reassuring. I would recommend them to anyone looking to rent out their... Read Full Review
Very reasonable
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oliver
By : 'Negar'
Services : Sales( As a Buyer )
Sold price : £710000
Would you recommend ? : Yes
Postcode : NW6
We have recently bought a flat through Paramount and Have to admit that if it wasn't because of Oliver, this would not have happened. Oliver is a professional, kind and accommodating person who also has an excellent knowledge of the market. We can not thank him... Read Full Review
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Jason
By : 'JonD'
Services : Letting( As a Tenant )
Would you recommend ? : Yes
Postcode : NW6
Best letting agent I've ever dealt with. Every step of the process was handled extremely well. The whole team at Paramount are very professional and they know their stuff. Would certainly go through Paramount... Read Full Review
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Lionel
By : 'Rebecca&Alex'
Services : Sales( As a Buyer )
Would you recommend ? : Yes
Postcode : NW2
Lionel was an absolute pleasure to work with. He kept us informed of the vendor's decisions and requests, showed us around the property about 6 times with various family members and builders, and was just super supportive and communicative. We loved that he had worked in the area was so long as was ... Read Full Review
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Lionel
By : 'Alistair'
Services : Sales( As a Buyer )
Would you recommend ? : Yes
Postcode : NW6
We never felt pressurised at any point during the process of buying our new flat.Lionel was always helpful considerate and managed to push the whole process to exchange and arranging a completion date with the minim of fuss.Of all the estate agents we dealt with when we were searching for... Read Full Review
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