Complaints Procedure

Please Follow This Process

 

Speak to your Negotiator

 

Escalate to the Compliance Officer

 

Escalate to Director

 

Refer the matter to The Property Ombudsman

 

 

 

 

 

In order that your concerns are addressed as efficiently as possible we ask that you first raise them verbally with your Negotiator at City Realtor.

 

 

 

 

You can escalate your complaint by writing to the compliance officer.

Your complaint will be acknowledged within three working days of receipt and an investigation undertaken.

A formal written outcome of the investigation will be sent to you within fifteen working days.

 

 

 

You can further escalate your complaint by writing to the Director at this address:

City Realtor
52 Cannon St Road
Whitechapel
London E1 0BH

This complaint will also be acknowledged within three working days of receipt and an investigation undertaken by the director.

A formal written response will be sent to you within fifteen working days.

Once the Director has investigated your complaint, City Realtor will send you a letter expressing our final view. This will include details of any offer we are willing to make. It will also advise you that you are entitled if you remain dissatisfied to refer the matter to The Property Ombudsman within twelve months for a review. Please note that the Property Ombudsman will only review complaints made by consumers.