Let us make it right

Send a message directly to the management team.

As much as we prepare and plan ahead not everything always goes to plan. We're really sorry that you have had to visit this page to find out more about our complaints procedure, but before you go any further why not let our management team know about the problems you are experiencing so we can look into the issue and do out utmost to help you with a satisfactory solution.

The following is available in branch and through our website www.newman.uk.com

Complaint Procedure

1. Please raise your complaint with the sales advisor that is handling your case.

2. If the sales advisor cannot resolve the issue for you then please put your complaint in writing addressed to the Branch Manager.

3. We will acknowledge receipt of your complaint in writing within 3 working days. We will also start a full investigation.

4. In line with the Ombudsman guidelines a full written outcome will be sent to you within 15 working days.

5. If you are not satisfied with the full written outcome response from the Branch Manager you can write to the Managing Director. In line with the Ombudsman guidelines the Managing Director will respond to you with a statement of the final view of the matter within 15 working days.

If you are still not satisfied with the outcome, you can raise your complaint with the Ombudsman for Estate Agents http://www.oea.co.uk.  The Ombudsman will request that you have exhausted the internal complaints procedure before contacting them.

7. When you have raised a complaint with the Ombudsman they will write to us as agents requesting our Property File and our version of the events. A case officer will then undertake a formal review of your complaint largely based on the documents from both sides

Lettings Complaint Procedure    

1. Please raise your complaint with the property manager or sales advisor that is handling your case.

2. If the sales advisor / property manager cannot resolve the issue for you then please put your complaint in writing addressed to the Lettings Manager for that particular branch.

3. We will acknowledge to your complaint in writing within 5 working days. We will also start a full investigation.

4. In line with The Property Ombudsman guidelines a full written outcome will be sent to you within 15 working days.

5. If you are not satisfied with the full written outcome response from the Branch Manager you can write to the Lettings Director. They will then respond to you with a statement of the final view of the matter within 15 working days of receipt.

6. If you are still not satisfied with the outcome, you can raise your complaint with The Property Ombudsman
Further information can be found here.

7. When you have raised a complaint with The Property Ombudsman they will write to us as agents requesting our Property File and our version of the events. A case officer will then undertake a formal review of your complaint largely based on the documents from both sides