Complaints Policy

Complaints Policy:

At Sturstons Estate Agents, we value our clients and strive to provide exceptional service. However, if you have any concerns or complaints, we have a clear and transparent complaints procedure in place to address and resolve any issues promptly. Here’s our step-by-step process:

Initial Complaint: Please raise your complaint in writing, outlining the details and nature of your concern. You can send your complaint via email, letter, or through our online contact form.

Complaint Acknowledgment: We will acknowledge your complaint within 3 working days of receipt, confirming that we are taking it seriously and initiating an investigation.

Complaint Investigation: Our dedicated complaints team will thoroughly investigate your complaint, reviewing any relevant documentation and contacting any necessary parties involved.

Response and Resolution: We will provide you with a written response within 15 working days of acknowledging your complaint. Our response will outline the findings of the investigation and any remedial actions taken to address the issue.

Escalation to Senior Management: If you are not satisfied with the initial response, you can request that your complaint be escalated to a senior member of our management team. They will conduct a further review and provide you with a final written response within 15 working days.

Alternative Dispute Resolution: If, after following our internal complaints procedure, you remain dissatisfied with the outcome, you have the option to refer your complaint to an appropriate independent redress scheme, such as The Property Ombudsman for their review.

For detailed information regarding their complaints procedure and access to the complaint form, please visit their website at You can also find their Code of Practice and Terms of Reference on the same website. If you prefer to speak directly to them, you can reach them at 01722 333 306. Written correspondence can be sent to the following address:

The Property Ombudsman Scheme
Milford House
43-55 Milford Street

Please note that we are committed to resolving complaints in a fair and timely manner. We appreciate your feedback and take all complaints seriously, aiming to continuously improve our services based on your valuable input.

For more information or to initiate a complaint, please contact our dedicated complaints team at

Please be aware that this complaints policy is specific to Sturstons Estate Agents.

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