We are committed to providing a professional service to all our clients and customers. If things go wrong we need you to tell us about them. This will help us to improve our service going forward and resolve issues as soon as possible. If you have a complaint, please put this in writing (letter or email) to us. We will then acknowledge and respond in line with the timescales and stages set out below.

Stage 1 – Your complaint

Please put your complaint in writing either by letter or email and address it to James Murray, Partner. Please include as much detail as possible, including dates, names of any members of staff you dealt with and where you are able to, enclosing/attaching any supporting evidence.

Murrays Estate Agents Ltd, 4 London Road, Stroud, GL5 4AG

Email: james@murraysestateagents.co.uk

Stage 2—Our Acknowledgement – within 3 working days of receiving your complaint

Your complaint will be acknowledged and we will start our in- house complaints process

Stage 3—Our Investigation – within 15 working days of receiving your complaint

Your complaint will be investigated and we will provide a formal written response addressing your specific complaints and proposing resolutions where appropriate.

 Stage 4—Final Viewpoint – within 15 working days of us receiving your request for a further review

If you remain dissatisfied, you should contact us again and we will conduct a separate review by Richard Murray, the Senior Partner. We will then write to you with our findings. This will outline our final viewpoint on the matter and your letter will state that it is a Final Viewpoint Letter.

Stage 5—The Property Ombudsman

If our Final Viewpoint Letter does not resolve matters (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

SP1 2BP

Tel: 01722 333306

www.tpos.co.uk    admin@tpos.co.uk

We are members of Propertymark

If you feel your complaint has not been satisfactorily dealt with by ourselves and The Property Ombudsman, you can send your complaint to Propertymark. Go to the Propertymark website to download a complaint form.

Propertymark investigate complaints against their members where there is evidence an agent has breached their Conduct and Membership Rules. Examples of this include, but are not limited to, misuse of client money, failure to uphold high standards of ethical and professional practice, and failure to answer correspondence.

01926 496 791 | complaints@propertymark.co.uk

propertymark.co.uk/professional-standards/complaints