Complaints Procedure

Complaints Procedure

Our Service Promises

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, we’ll look after you and manage your complaint with the upmost care.

Our Complaints Process:

Step 1 

First, please talk to us and let us know what the problem is. The chances are we can sort the problem out quickly by the branch staff, so please contact them first.

Step 2 

If our branch staff cannot resolve things straight away, they’ll pass your complaint to the Branch Manager. You’ll receive formal confirmation of receipt of your complaint within three working days. We will then write to you again within fifteen working days to 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. At this point, we’ll pass your case to a Company Director. This should provide the opportunity for a quick, separate and detached review of your claim. We’ll complete a review of your complaint, and send you a response 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
Salisbury
SP1 2BP

Telephone: 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 nick@samuelestates.com

Protecting your Deposit

We are a member of the Tenancy Deposit Scheme which safeguards your deposit. It also aims to resolve any dispute over the return of your deposit swiftly, inexpensively and impartially.

Further details are available www.tenancydepositscheme.com

Please be aware the landlord may wish to hold and register the deposit themselves. If this is the case, we will advise you accordingly and a provide you with the certificate.

Your Assurance of Quality Service

We work to deliver best service in everything we do. 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 our offices, and we are happy to provide you with a copy, on request.

Office of Fair Trading

This regulatory body sets out the legal regulations for the estate agents.

The Association of Residential Letting Agents (ARLA)

ARLA sets out a code of practice for letting and managing properties. It helps us ensure 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.

National Association of Estate Agents (NAEA)

We are 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. At the same time, the Association’s entry qualification means you can be sure you are dealing with an expert.

Member of the Tenant Deposit Service (TDS) and Deposit Protection Service (DPS)

TDS protects your 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 latest properties

What our customers think

  • Nisha Patel

    I had a great experience with Samuel Estates. Daniel was very helpful in getting me a viewing of the property I was interested in and very quick to respond to any questions I had!

  • Daniel Neves

    I wanted to extend my thanks to the team of Samuel estate. I have dealt with them in many occasion in the past 10 years and they have been mostly consistent with their personal approach. Thx to Nick , Lars, Paul and yohana.

  • Valentin Mocho Rodriguez

    Fantastic experience, Bilal was super helpful, responsive & very patient with me constantly pestering him for updates. Smoothest experience I’ve had with a letting agent for sure!

  • Adrian Agho

    Excellent service, very helpful staff.

  • ELENA ZO

    5 stars for Stefano Basciu​, letting consultant. He made the process of securing the flat we liked quick and straightforward. He was there to answer questions : )

  • jeffin paul

    Stefano was very helpful and efficient in dealing with all enquiries from start to finish of my rental property hunt.

  • Paul V

    I'm leaving one amazing property managed by Samuel Estates not only because their staff believe they can trespass the property in my absence as they give the keys away to third parties / service providers without any supervision. I did my best to fix this issue but they just lied to me (in written). The maintenance is also poor: for one year they failed to fix an issue with the boiler / water pressure so it's impossible to have a shower at constant temperature.

  • Maheen Nasir

    Very straightforward process to rent out a property with Samuel Estates. Stefano was great to deal with and responded to any queries we had promptly

  • Ayanna Griffith

    Stefano was my estate agent and he was great. Whenever I had a question he would take the time to find an answer, and was always available to speak to. I recommend Samuel Estates agency!

  • Zoha Desmukh

    Great experience so far! Stefano gave me loads of help and support! I recommend this agency

Our office locations

Balham

45 Bedford Hill
London
SW12 9EY

Colliers Wood

30 Watermill Way
London
SW19 2RT

Streatham Common

432-434 Streatham High Rd
London
SW16 3PX