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If you are considering selling or letting your property or would just like an up-to-date valuation, we’d love to hear from you.

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Complaints Procedure

We are committed to providing a professional service to all our clients and customers. To ensure that we maintain these standards and treat clients fairly, we have a two-stage complaint procedure.

We consider the needs of the individual and, where appropriate, make reasonable adjustments for consumers who might be disadvantaged because of factors such as their age, infirmity, disability, lack of knowledge, lack of linguistic or numeracy ability, economic circumstances, bereavement or do not speak English as a first language.


Stage One

Please put your complaint in writing either by letter or email and address it to either:

Jerry Hamlyn-Eastell

Toby Smith

Our postal address is; Hamlyn Smith, 1 Hova Villas, Hove, BN3 3DH

Please include as much detail as possible, including dates, names of any members of staff you dealt with, and where you are able to enclosing/attaching any supporting evidence.

Your complaint will be acknowledged, and we will start our in-house complaints procedure. We will endeavour to acknowledge receipt of your complaint within three working days.

Your complaint will be investigated, and we will provide a formal written response addressing your specific complaints and proposing resolutions where appropriate. We aim to respond to your complaint within ten working days from receipt. If we are unable to do this, we will advise you of the delays and keep you updated on progress.


Stage Two

If you are dissatisfied with the response you have received at stage one, please indicate this to us in writing. Your subsequent complaint will be investigated, and we will provide a written response outlining our final position and proposing resolutions where appropriate.


Stage Three

If you are dissatisfied with our response at stage two, you can refer your complaint to:

The Property Ombudsman Ltd
Milford House
43-55 Milford Street
01722 333306

You must refer your complaint to The Property Ombudsman within 12 months of the date of our final viewpoint letter. Our complaints procedure must be followed before our independent redress scheme will consider your complaint.