How to Make a Complaint.


Sanderson estate agents are a member of the Ombudsman for Estate Agents Scheme and aims to provide a high standard of service to all our customers. If we do not deliver the standard of service that you expect, or if you think we have made a mistake we would like to know. We will then investigate the situation and, if necessary, try to put matters right as quickly as possible. We will also try and take steps to avoid a recurrence.



To ensure that your interests are safeguarded we also have a formal grievance procedure. This provides for the matter to be dealt with internally by either a senior member of staff at the office you are dealing with or by Andrew or Alison Sanderson and - in the event that we are not able to deal with the matter to our mutual satisfaction - then by reference to the ombudsman for Estate Agents.



If you have a grievance, please write in the first instance to the Company Director at the office you have been dealing with.



Your grievance will be acknowledged within 3 working days, investigated thoroughly in accordance with established in-house procedures and a reply sent to you within 21 working days of receipt of your letter.



If you are not satisfied with the outcome of our initial investigation, you are provided with a further opportunity to have the grievance procedure reviewed by:

The other Company Director



In the event that the final review as detailed above still fails to satisfy your grievance, then you are at liberty to have the matter referred to the Ombudsman for Estate Agents, to whom information will be provided by this firm. You are also entitled to have your grievance referred to the Ombudsman should we fail to deal with the matter expeditiously i.e. within 3 months from the date of written notification to ourselves.