Complaints Procedure

At Haitch Owen Estate Agents, we are committed to providing the highest standards of service to all our clients. If something goes wrong, we want to know so we can put it right and improve.

Step 1: Raise the Issue with Your Point of Contact

In the first instance, we ask that you speak directly with the team member you have been dealing with. Most concerns can be resolved quickly and informally.

Step 2: Formal Complaint

If your issue is not resolved to your satisfaction, please submit a formal complaint in writing. This ensures we can fully understand and investigate the issue.

You can write to:

Complaints Manager
Haitch Owen Estate Agents
39- 41 Church Street West, Radcliffe, Manchester M26 2SP
[email protected]
0161 948 8497

Please include:

• Your full name and contact details
• Details of the property or service involved
• A clear description of your complaint
• What you would consider a fair resolution

Step 3: Acknowledgement

We will acknowledge receipt of your complaint within 3 working days.

Step 4: Investigation & Response

Your complaint will be investigated thoroughly and impartially by a senior member of the team or the branch manager.

You will receive a formal written response within 15 working days of the acknowledgment. If we require more time (e.g., if further investigation is needed), we will keep you informed and provide a final response within 28 working days at the latest.

Step 5: Escalation – The Property Ombudsman

If you are still not satisfied with our final response, or if 8 weeks have passed since you first made your complaint and it remains unresolved, you may refer your complaint to:

The Property Ombudsman
Milford House, 43-55 Milford Street
Salisbury, Wiltshire SP1 2BP
01722 333 306
www.tpos.co.uk

This service is free, impartial, and independent.