Complaints Policy

At Sturstons Estate Agents, we aim to provide the highest standard of service. If you are dissatisfied with any aspect of our service, this procedure explains how to raise a complaint and how we will handle it.

1. How to Make a Complaint

You can make a complaint in writing, by email, or by phone:

  • Email: info@sturstons.co.uk
  • Phone: 0208 108 5974
  • Post:
    FAO Management Team at Sturstons

    • 15 Church Road
    Bexleyheath
    DA7 4DD

Please provide:

  • Your name and contact details
  • Property or tenancy reference (if applicable)
  • Details of the issue and any supporting documents
  • Your desired outcome (if applicable)

2. Acknowledgement

We will acknowledge your complaint within 15 working days of receipt.

3. Investigation

  • Your complaint will be investigated by a senior member of staff or manager.
  • We may contact you for further information if needed.
  • We will keep you informed of the progress and expected timescale.

4. Response

We aim to provide a full response within 3 working days. If the investigation takes longer, we will update you with a reason and a revised timeframe.

The response will include:

  • The findings of the investigation
  • Any action we propose to resolve the issue
  • Your options if you are not satisfied with the outcome

5. Escalation

If you remain dissatisfied after our internal process, you have the right to refer your complaint to the Property Redress Scheme (PRS), an independent redress scheme for UK estate and lettings agents.

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 www.tpos.co.uk. 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
Salisbury
Wiltshire
SP1 2BP

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.

6. Record Keeping

All complaints are logged and monitored to ensure compliance and improve service. Records are retained in line with GDPR and our internal data retention policy.