When it comes to selling or letting your property, choosing the right estate agent can make a...
Complaints Procedure
Making Things Right
At Samuel Estates, we pride ourselves on delivering a professional, honest, and personal service built on trust, integrity, and clear communication.
However, we recognise that, on occasion, things may not go as expected. When this happens, we are committed to addressing concerns promptly, fairly, and transparently.
If you are unhappy with any aspect of our service, we genuinely want to hear from you. Your feedback gives us the opportunity to put things right and continually improve the way we support our clients.
Our Approach
We treat every complaint with care and attention, ensuring that it is handled in a structured and impartial manner. When you raise a concern, we will:
- Listen carefully and take the time to fully understand your situation
- Carry out a thorough and impartial investigation
- Keep you informed at each stage of the process
- Provide clear, honest, and reasoned responses
- Work towards a fair and practical resolution
Our aim is not only to resolve the issue but to ensure you feel heard, respected, and supported throughout.
How to Raise a Complaint
To allow us to investigate your concerns effectively, we ask that complaints are submitted in writing with as much detail as possible, including relevant dates, property addresses, and any supporting information.
Please contact:
Nicholas Samuel (Managing Director)
Email: nick@samuelestates.com
Address:
30 Watermill Way
London
SW19 2RT
Alternatively, you may contact your local Samuel Estates office, and your complaint will be directed to the appropriate person without delay.
What Happens Next
Once we receive your complaint, we will:
- Acknowledge receipt within 3 working days
- Conduct a full and fair investigation of the matter
- Provide a formal written response within 15 working days
If the matter is particularly complex or requires input from third parties, we will keep you fully updated and provide a revised timeframe where necessary.
Final Review Stage
If you remain dissatisfied after receiving our initial response, you may request a further review by a senior member of our team. At this stage, we will:
- Reassess all aspects of the complaint
- Ensure the process has been handled correctly and fairly
- Issue a final written response outlining our position
This represents our final internal stage of the complaints process.
Independent Redress
If we are unable to resolve your complaint to your satisfaction, you have the right to refer the matter to our independent redress scheme:
The Property Ombudsman
Milford House
43–55 Milford Street
Salisbury
SP1 2BP
📞 01722 333306
This service is free, independent, and impartial.
You may refer your complaint:
- After receiving our final written response, or
- If more than 8 weeks have passed since you first raised your complaint
Please note that complaints must be referred within 12 months of our final response.
Our Commitment to You
We do not view complaints as problems , we see them as opportunities to improve.
Our commitment is to:
- Resolve issues as quickly and effectively as possible
- Act with fairness, professionalism, and respect at all times
- Learn from feedback to continually enhance our service
- Maintain the high standards our clients expect from us
With Samuel Estates, you can be confident that your concerns will be taken seriously and handled with care and accountability.
Regulation & Protection
Samuel Estates operates in accordance with strict industry standards and is a member of the following professional bodies:
- ARLA Propertymark
- NAEA Propertymark
- The Property Ombudsman
- Tenancy Deposit Scheme
These memberships ensure you are protected by recognised codes of practice and have access to independent redress where required.
Further Information
For full details of how we handle complaints, including timescales and escalation procedures, please download our formal Complaints Policy below.
SELLING YOUR PROPERTY
LETTING YOUR PROPERTY
PROPERTY MANAGEMENT
SWITCHING AGENTS
PROPERTIES FOR SALE
PROPERTIES TO RENT
Thinking of Selling Or Letting? Start with a Free Expert Valuation.
No obligation. Honest advice. Real results.
OUR GREATEST ASSETS
We’re a close-knit, diverse, and multilingual team who genuinely care about doing right by our clients. Whether you’re a landlord, vendor, buyer, or tenant, you’ll find that we’re professional, proactive, and—above all—personal in everything we do.
Because for us, property isn’t just about transactions, it’s about people, trust, and the little moments that make a big difference.
A Different Kind of Success
Our success isn’t measured in pounds - it’s measured in trust, relationships, and the results we deliver for our clients. Our story is one of passion, integrity, and going the extra mile, every time.
Driven by People, Not Profits
In a crowded marketplace of corporates and cut corners, we’ve built a forward-thinking business where people always come first - everything else takes care of itself.
A Vision for Better Estate Agency
Estate agents don’t always have the best reputation but we’re different. Our vision is simple: to keep things personal, honest, and stress-free, delivering a service that makes moving home simpler, clearer, and more human.
Guided by Our Values
Integrity, honesty, respect, and service excellence aren’t just words to us — they’re the standards we live by.
Our latest facebook moments
News and advice from the blog
One of the most common areas of disagreement at the end of a tenancy is the return of the deposit....
UK Property Market Update 2026: Rising Stock, Smarter Buyers The property market remains active...
Property Inspections for Landlords Routine property inspections are one of the most important...
