Complaints Procedure

The House Group

At The House Group, we are committed to providing a high standard of service to all our customers. However, we understand that occasionally things can go wrong. When this happens, we encourage you to tell us about it so that we can improve our service. We take all complaints seriously and will deal with your complaint promptly and fairly, in accordance with the guidelines set by our registered redress scheme.

 

Step 1 – Making a Complaint

If you have a complaint, please put it in writing (letter or email). This allows us to have a clear understanding of the issues raised and to conduct a thorough investigation.

Please include:

  • Your full name and contact details
  • The property address (if applicable)
  • Details of your complaint
  • What outcome you are seeking
     

Send your complaint to:

Ross Sutton
The House Group
Suite E, Market House, 2 Marlborough Road, Swindon SN3 1QY
ross@thehouse-group.com
01672 551122

 

Step 2 – Acknowledgement

We will acknowledge your complaint in writing within 3 working days of receipt.

 

Step 3 – Investigation

Your complaint will be investigated by a senior member of staff not directly involved in the matter. We will provide a formal written response within 15 working days of acknowledgement. If we are unable to respond fully within this time, we will inform you of the reason for the delay and provide a new timescale.
 

Step 4 – Final Review

If you are not satisfied with the initial response, you may request a final review. This will be conducted by a more senior manager or the company director. You will receive the final viewpoint letter within 15 working days of your request for a review.
 

Step 5 – Referral to Redress Scheme

If, after receiving our final viewpoint letter, you remain dissatisfied, you may refer your complaint to our redress scheme. You must do this within 12 months of our final response.

We are a member of the following redress scheme:

The Property Redress Scheme
7th Floor Corn Exchange, 55 Mark Lane, London, England, EC3R 7NE
www.propertyredress.co.uk
0333 321 9418
The redress scheme is free, impartial, and independent.
 

Additional Notes

  • We maintain a record of all complaints and their outcomes to ensure we monitor and improve our
    service standards.
  • This complaints procedure is available upon request and is published on our website.