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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 Fepartment

Please contact: 

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:

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'Mr Rainbow, Thank you. We appreciate your help and efforts. I will certainly recommend your agency to our friends and will surely work with you in the future. Mr Hanif'

Mrs Chiew

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'Very helpful, thorough, competent and extremely professional property consultants. Big thanks to Jason Ung who was my designated go-to guy for all my queries. Hassle-free and very coordinated as far as processes are concerned. Would recommend them to everyone'

Mr Aziz

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'Efficient and straight forward service. I dealt with Natalie who has thus far been fantastic'

Mr Wilde

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'What a great experience ! Natalie was so efficient and helpful. I would recommend to absolutely everybody. Very happy ! Thanks again'

Mr Rogers

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'I feel externally lucky to have met with Elliot Rainbow from Ernest-Brooks, he is prompt efficient and reliable. I have now recentaly sold two flats with him both in the Stratford area of London which was investment purchase.'

Mr Pierre

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