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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 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

'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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'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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'Fantastic service from Jack Wylie, Canary Wharf. Not only was Jack very accommodating when arranging viewings at very short notice, but he has since gone out of his way to provide assistance outside of typical working hours. Jack’s continuing help up to and beyond the point of agreeing a sale has been both incredibly helpful and greatly appreciated. Thoroughly recommended!'

M Holloway

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'Would highly recommend Will for all of your property needs! He took me to view a couple of properties in Stratford and Canary Wharf. He was extremely professional and his knowledge was second to none. He gave excellent investment advice and answered all of my questions! Thanks Will!'

L Rex

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'Great estate agents providing reassurnace and quality service every step of the way. Over the course of the sale of my property which became challenging at points Kieran and Elliot proved time and time again to be the best local agent in the area. Me and my partner will be definitely recommending Ernest - Brooks in the future.'

S Moose

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'Mark Ross was amazing through the whole process of buying an apartment. He kept me informed at all times what was happening and pushed on my behalf to the mortgage advisors and solicitors. Definitely recommend going through Mark on a purchase.'

K Tailer

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'Ernest-Brooks is a very professional company. We really had a great issue with selling our off-plan apartment and time was running and because of Elliot in Ernest Brooks, they managed to find the buyer in time and saved our 100k advance payment investment. Well done Elliot. Many thanks and will always remember you and your professional attitude. Cheers'

H Younus

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