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In-house Complaints Procedure

We are committed to providing a professional service to all our clients and customers.  When something goes wrong, we need you to tell us about it.  This will help us to improve our standards.

We will where appropriate, make reasonable adjustments for consumers who might be disadvantaged because of factors such as their age, infirmity, disability, lack of knowledge, lack of linguistic or numeracy ability, economic circumstances, bereavement or do not speak English as a first language

If you have a complaint, please put it in writing, including as much detail as possible.  We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).

What will happen next?

  • We will send you written acknowledgment of the receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.
  • We will then investigate your complaint. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you.  A formal written outcome of our investigation will be sent to you within 15 working days of receipt of the original complaint.
  • If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.
  • We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
  • If you are still not satisfied with our final viewpoint (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.

The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP

01722 333 306

admin@tpos.co.uk

www.tpos.co.uk

Please note the following:

You will need to submit your complaint to The Property Ombudsman within 12 months from the date of our final viewpoint , including any evidence to support your case.

The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.

Reviews

I am so glad I chose Castles to sell my flat and highly recommend that you pick them if you're…

Hackney Office

5

Highly recommend Castles. Thank you Daniel and Tom for an easy and smooth house sale. Great team!!

Waltham Abbey Office

5

I was very happy with the service provided by Castle Estate Agents. My Sale was somewhat problematic and Josh was…

Hackney Office

5

I’ve been renting with castles over a year now and the service has been excellent in many way. Especially a…

Edmonton Office

5

Very impressed with the service I received Efficient but low key Staff were very helpful and understanding - especially Stuart…

Edmonton Office

5

I cannot thank Castles enough. They helped and guided me through the process of selling. They listened and provided suggestions…

Enfield Office

5

Castle estate agent- I can only testify to the good things they supported us with from the very start of…

Waltham Abbey Office

5

Alisan at Castles helped me sell an apartment in Hackney. Alisan went out of his way to provide me with…

Hackney Office

5

I would 100% recommend Tom and Daniel best service ever

Waltham Abbey Office

5

Just want to say a massive thank you to Daniel and Tom for all their professionalism and hard work on…

Waltham Abbey Office

5

Excellent customer service. Castle's Crouch End branch has a very good reputation in the area - and it's well deserved.…

Crouch End Office

5

I found working with Castles on my purchase really straight forward. Daniel and Tom were upfront, communicative, responsive and professional…

Waltham Abbey Office

5

Excellent service!! They helped me to find a new house, and they were available at all times and solved all…

Edmonton Office

5

Top company to deal with thanks so much Mark@TPP

Crouch End Office

5

Friendly and transparent approach and managed the process efficiently dealing with very unresponsive solicitors.

Palmers Green Office

5