Complaints Procedure

We take complaints seriously. Most things are sorted out quickly by talking to the person dealing with your property, so please start there. If that does not resolve it, this is our formal procedure.

Where appropriate, we will make reasonable adjustments for anyone who might be disadvantaged by factors such as age, infirmity, disability, bereavement, economic circumstances, or not speaking English as a first language.

Stage 1 — in writing to the office

Write to sales@johnkingston.co.uk or John Kingston Estate Agents, 3b Dorset Street, Sevenoaks, Kent TN13 1LL, setting out what has gone wrong and what you would like us to do about it.

We will acknowledge your complaint within 3 working days.

Our office manager will review your file, speak to the member of staff who dealt with you, and send you a full written response within 15 working days. If we need longer we will tell you why and when to expect a reply.

Stage 2 — review by a senior member of the firm

If you are not satisfied with our Stage 1 response, write to us again at sales@johnkingston.co.uk, saying why, and a senior member of staff will review it.

They will review the complaint separately from whoever handled it and send you a final viewpoint letter within 15 working days.

Stage 3 — The Property Ombudsman

We are a member of The Property Ombudsman, membership number [MEMBERSHIP NO].

If you are still unhappy after our final viewpoint letter — or if 8 weeks have passed since you first complained and we have not resolved it — you can refer the complaint to The Property Ombudsman. It is free to you and its decision is binding on us.

You must refer within 12 months of the date of our final viewpoint letter.

The Property Ombudsman, Unit 159756, PO Box 7169, Poole BH15 9EL · 01722 333306 · www.tpos.co.uk