Complaints Procedure
In-House Complaints Procedure
We are committed to providing a professional, high-quality service to all our clients and customers. If something goes wrong, we ask that you let us know so we can resolve matters quickly and fairly, and improve our service going forward.
If you wish to make a complaint, please do so in writing, by letter or email. We will acknowledge receipt and respond in accordance with the stages and timescales set out below.
We will also consider the needs of each individual and, where appropriate, make reasonable adjustments for consumers who may be disadvantaged due to age, infirmity, disability, lack of knowledge, limited numeracy or language ability, economic circumstances, bereavement, or where English is not their first language.
Stage 1 – Submitting Your Complaint
Please put your complaint in writing and address it to the office manager.
Include as much detail as possible, such as:
- The nature of your complaint
- Relevant dates and times
- Names of any staff members involved
- Any supporting documents or evidence
If your complaint comes from a third party or contractor, it will be handled under this same process, unless otherwise stated.
Stage 2 – Acknowledgement
We will acknowledge receipt of your complaint and confirm that the matter is under review.
Timescale: Within 3 working days of receiving your complaint.
Stage 3 – Investigation and Response
Your complaint will be fully investigated by the office manager. A formal written response will then be provided, addressing the points raised and outlining any proposed resolutions.
Timescale: Within 15 working days of receiving your complaint.
Stage 4 – Final Review
If you remain dissatisfied after our initial response, you may request a further review. A senior member of staff will then carry out a final investigation and provide a written response setting out our final position and any further resolutions we can offer.
Timescale: Within 15 working days of receiving your request for a further review.
Referral to The Property Ombudsman
If you are still not satisfied with our final response, you can refer your complaint to:
The Property Ombudsman
Unit 159756, PO Box 7169
Poole, BH15 9EL
Tel: 01722 333 306
Email: [email protected]
Website: www.tpos.co.uk
Timescale: You must refer your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter.
We hope we are able to resolve your complaint and are committed to working with you.
Sowerbys Estate Agents Limited is a company registered in England and Wales, company no: 05668606. Registered office: 23 Tuesday Market Place, King's Lynn, Norfolk, PE30 1JJ.
Last updated: September 2026