Click here for the full details about our complaints procedure.

Sales & Lettings Complaints Procedure

For matters relating to our Residential Sales, Lettings Service in the first instance
please contact:

1 Market Street
Saffron Walden
Essex CB10 1JB
Saffron Walden Offices: 01799 513 632
Haverhill Office: 01440 840043

In the event that our company complaints procedure has been exhausted and you still remain dissatisfied, you should note that our Alternative Dispute Resolution entity for both sales and lettings complaints is;

The Property Ombudsman 
Milford house
43-55 Milford Street
Wiltshire SP1 2BP
T: 01722 333306

Mortgages and Insurance Complaints Procedure

For matters relating to our Mortgage and Insurance Services, please contact us in writing, by telephone or email:

Customer Relations
Cumbria House
16-20 Hockliffe Street
Leighton Buzzard

Telephone: 01525 244 504

If your complaint is not dealt with to your satisfaction or we do not issue you with a Final Response within eight weeks, you may refer it to the Financial Ombudsman Service.

The Financial Ombudsman Service provides a free and independent service for consumers and can be contacted at:
Financial Ombudsman Service
Exchange Tower
E14 9SR

Under EU regulation, from 15 February 2016, for products and services bought online you have the right to refer any complaint to the Online Dispute Resolution platform (ODR) who can put you in touch with the right body to help resolve your complaint.  The ODR will still refer you to the Financial Ombudsman Service as the alternative dispute resolution body. The Financial Ombudsman Service will refer you back to our complaints process unless you’ve already been through this. So you might prefer to go straight to the Financial Ombudsman Service after you’ve been through our complaints process. If you decide to use the ODR platform, when you complete the form online please include the following e-mail address as our contact point:

Sales & Lettings Complaints Procedure

Mortgages Complaints Procedure