Get a free valuation - contact one of our consultants by clicking here or by calling us on 0203 621 8881

Call us on 0203 621 8881

Complaints Procedure

The Ernest-Brooks International complaints procedure has been structured to ensure that any concerns are dealt with as quickly and efficiently as possible. In the unlikely event that you are not happy about any aspect of our work, we will do our utmost to resolve the issue quickly.


To ensure that we are able to resolve your complaint to your complete satisfaction, please follow these steps:   

Step One: Speak To A Manager 

At every stage of our work, we do everything with in our power to meet your needs as our client. Yet we also understand that sometimes things may not go exactly to plan. If this happens, we ask that you speak to the manager to try and resolve the matter informally. 

If you and your manager cannot agree on a way forward, please go on to Step Two.

Step Two: Alert The Director Of The Relevant Department

Please contact: info@ernest-brooks.com 

We will acknowledge your complaint by email within 24 hours. We will then conduct a thorough investigation of the matter at hand. 

A director will send you a written resolution within 14 working days. This will express our final view on the matter, and will include any offer that we wish to make.  

If you are not happy with our final decision, you may move on to Step Three.

Step Three: Refer Your Complaint To The Property Ombudsman

You must follow our in-house complaints process before taking the matter any further.

If you would like to escalate your complaint after we have made our final decision, you may refer the matter to the Property Ombudsman. 

To do this, download the complaints form by following the link below:

https://www.tpos.co.uk/consumers/completing-the-complaints-form

Free valuation Call us for further information about selling or letting your property on 0203 621 8881

'Extremely informative and helpful; kept me up-to-date every step of the way and attended to my queries without any delay.'

Ms Cindy L

View more

'I had a great experience with Ernest Brooks International. Bradley is very helpful throughout the sale and prompt in answering questions. Highly recommend!'

J Chen

View more

'Friendly, professional, and communicative from start to finish.'

Yannik H

View more

'Jason was very professional in the way he handled my let. Within one week I was offered quality tenants for my property and was updated on every stage of the process. I now look forward to a long term relationship with Ernest Brooks as I can rely on them to look after my interest.'

Kim

View more

I would highly recommended Maciej at Ernest Brooks International. He helped accommodate me when I gave him a very small time frame that I wanted to be within my new property. It was an easy and stress free move.

Miss K

View more

Kieran is one of the best estate agents I have worked with. Both his industry knowledge and his confidence and professionalism in dealing with every aspect of the sales process make him a master of his market.

Robert Ptz

View more