Complaints Procedure

Our service promise 
We have a reputation for providing excellent service to our customers and clients and it’s a reputation we work hard to maintain. But we also recognise that sometimes things can go wrong. So if there’s a problem with any aspect of the service you receive from us, it will be us at Samuel Estates who look after your complaint, so please follow the steps explained in this leaflet. 


Your assurance of quality service 
Samuel Estates works to deliver best practice in everything we do for you. This includes the support and protection offered by our range of professional memberships. 


The Property Ombudsman Scheme 
The member agents comply with a Code of Practice which lays down standards of business conduct. The Property Ombudsman provides landlords, tenants, buyers and sellers with a free, independent and impartial complaints resolution process. There is a Code of Practice available in all of our offices and we are happy to provide you with a copy, on request. 


Office of Fair Trading 
Sets out the legal regulations for the estate agents. 


Fully regulated and bonded member of Association of Residential Letting Agents (ARLA) 
ARLA sets out a code of practice for letting and managing properties. It helps us enable clear and successful arrangements between landlords and tenants and provides a full understanding of the latest regulations. It also includes: 

  • Correct handling and accounting procedures, 
  • A bonded scheme to protect the landlord’s income from letting, 
  • Complaints and disputes procedures, 
  • Clear, practical information for landlords and tenants, 
  • Professional indemnity insurance. 


Member of the National Association of Estate Agents (NAEA) 
Samuel Estates is proud to be a fully licensed and regulated member of The National Association of Estate Agents (NAEA).  The NAEA is the UK's leading professional body for estate agency. Its 10,000 members both in the UK and overseas are bound by strict rules of conduct to ensure they offer you the highest level of integrity and service, while the Association's entry qualification means you can be sure you are dealing with an expert. By choosing an NAEA member you can feel secure in the knowledge that you and your property are in safe hands. 


Member of the Tenant Deposit Service (TDS) 
TDS protects a tenant’s deposit, ensuring it is returned promptly at the end of tenancy where there is no dispute. It also provides an independent solution should there be any dispute. 


Our Complaints Process:

Step 1 
First, please talk to us and let us know what the problem is. The chances are it can be sorted out quickly by the branch staff so please contact them first. 

Step 2 
If our branch staff cannot resolve things straightaway, your complaint will be passed to the Branch Manager and you’ll receive formal confirmation within three working days of your initial contact that your complaint has been received. We will then look into it and write to you again within fifteen working days and provide you with a formal written outcome of our investigation or, write to you to let you know how things are progressing. 

Step 3 
If you remain dissatisfied, you can further pursue your complaint whew it will be passed to our Managing Director. This should provide the opportunity for a speedy, separate and detached review of your complaint. This review will be completed and a response will be sent to you within 15 working days. 

Step 4 
If we still cannot reach an agreement with you to settle your complaint, we will send you a ‘final response’. If you are not satisfied with our final response you can then refer your complaint to the Ombudsman. Please note that you have six months from the date of our final response to refer your case to the Ombudsman. 


The Property Ombudsman contact details are as follows: 

The Property Ombudsman
Milford House
43-55 Milford Street
SP1 2BP 

T 01722 333306 


To find out more… 
Visit any Samuel Estates branch or Call us on 020 8090 9000 

Alternatively, you can email our Managing Director Nicholas Samuel MARLA MNAEA

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