At Sheffield Estate Agents Ltd, we are committed to providing a professional, transparent and high-quality service to all our clients and customers. However, if something goes wrong, we want to hear about it so we can put things right as quickly as possible.
We treat all complaints seriously and in accordance with current industry regulations.
Stage 1 – Making a Complaint
If you have a complaint, please put it in writing (email or letter) including as much detail as possible:
- Your full name and contact details
- The property address (if applicable)
- A clear description of your complaint
- What you would like us to do to resolve the matter
Please send your complaint to:
Complaints Department
Sheffield Estate Agents Ltd
📧 info@sheffieldestateagents.co.uk
📍 336 Handsworth Rd, Handsworth, Sheffield S13 9BX
We will acknowledge your complaint in writing within 3 working days of receiving it.
Stage 2 – Investigation
Your complaint will be investigated by a senior member of staff who has not been directly involved in the matter (where possible).
We will:
- Review your file and all relevant correspondence
- Speak to the staff member(s) involved
- Provide you with a formal written response
You will receive a full written response within 15 working days of our acknowledgement.
If we require more time to complete our investigation, we will inform you in writing and explain why.
Stage 3 – Final Viewpoint
If you remain dissatisfied after receiving our formal response, please let us know and we will conduct a final review.
We will write to you with our Final Viewpoint Letter within 15 working days of your request for review.
Independent Redress
If you are still not satisfied after receiving our Final Viewpoint Letter, you may refer the matter to our independent redress scheme.
We are members of:
The Property Ombudsman (TPO)
Milford House
43–55 Milford Street
Salisbury
Wiltshire
SP1 2BP
Website: www.tpos.co.uk
Email: admin@tpos.co.uk
You must refer your complaint to The Property Ombudsman within 12 months of receiving our Final Viewpoint Letter.
The Ombudsman’s service is free of charge and provides independent adjudication.
Lettings Clients & Landlords
Where your complaint relates to lettings and involves client money, you may also refer matters to the relevant redress or client money protection scheme (details available upon request).
Our Commitment
We:
- Aim to resolve complaints quickly and fairly
- Learn from complaints to improve our service
- Treat all complainants with respect and confidentiality
