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Complaints Policy

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 to:

Andrew Ancell, Director, 63 Darkes lane, Potters Bar, Herts, EN6 1BJ, or email

We will then respond in line with the timeframes set out below.

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. The outcome of our investigation will be sent to you within 21 working days of receipt of the original complaint. If these times scales need to be adjusted due to holidays, we will inform you.
  • If you are still not satisfied with our final viewpoint you can request an independent review from The Property Redress Scheme without charge.

The Property Redress Scheme
Kingmaker House
Station Road
Tel: 0333 321 9418

Please note the following:

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

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