Complaints Procedure
We want every client to be happy with our service. If something goes wrong, tell us and we will put it right quickly and fairly. Making a complaint is free.
1. How to complain
Contact Dr James Aziz, Director, in any of these ways:
- Email: info@oakandacreestateagents.com
- Post: Oak & Acre, Victoria House, 52 High Street, Sevenoaks, Kent, TN13 1JG
- Phone or in person: 01732 600623, or visit our office. We will write down your complaint and send you a copy to check.
Please tell us your name and contact details, the property address, what went wrong, and what you would like us to do. Include copies of any documents that help.
2. What happens next
- Within 3 working days: we confirm in writing that we have received your complaint and tell you who is handling it.
- Investigation: Dr Aziz reviews your file, speaks to the people involved, and may contact you for more detail.
- Within 15 working days: we send you our final written response. It explains what we found, what we will do, and how to refer the matter to The Property Redress Scheme if you are still unhappy.
- If we need more time, we will tell you why and give you a new date. We will always send our final response within 8 weeks of your complaint.
3. If you are still unhappy
You can refer your complaint free of charge to our independent redress scheme once you have our final response, or if 8 weeks have passed since you complained. You must refer it within 12 months of your last contact with us about the complaint.
Membership number: PRS061286
Website: www.propertyredress.co.uk
If your complaint is about a tenancy deposit, you can also use the free dispute service of the tenancy deposit scheme that protects it. If it is about how we use your personal information, you can contact the Information Commissioner’s Office at ico.org.uk.
4. How we handle complaints inside Oak & Acre
- Every complaint, however made, is logged the same day in our complaints register: date received, client, property, the issue, actions taken, outcome and dates of each letter.
- The Director owns every complaint and signs every final response.
- Complaint files are kept for 6 years.
- We review the register each month to spot patterns and fix their causes, and we share lessons with the team.
- We never treat anyone differently because they have complained.
We can provide this procedure in large print or another format on request.
