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

  • Adam

    We have been clients of Samuel Estaes for over 10 years now, they have always provided excellent advice followed up by good results.
    I highly recommend.

  • the Villager hair salon

    I have been letting my property through Samuel Estates for many years now. The team are professional, friendly and always make you feel like you are being properly looked after. Highly recommended!

  • Harriet Freer-Smith

    As a private Landlord I have instructed Samuel Estates over many years
    to let my flats in Clapham and Balham. I have always found them to be highly professional, fast to react and extremely helpful.
    I would have no hesitation in recommending Samuel Estates to other landlords.
    I would add that their virtual tour of the properties has been fantastic through covid and resulted in top rents being achieved.
    regards Chris Freer-Smith

  • Steve Humphrey

    I feel compelled to write a review for my lettings agent, Samuel Estates.
    I have been using Samuel Estates for over 16 years now, on a fully managed/ tenant find basis for my buy to let flats in London and I can honestly say they have never let me down.
    They are always friendly, honest, helpful, polite and highly professional in their lettings management business.
    They treat both myself and my tenants with respect and empathy and are very responsive whenever there is an issue to be dealt with.
    This approach leads to happy tenants, many of whom have been in my flats for years at a time.
    Samuel Estates vetting process in sourcing me new tenants whenever necessary is also excellent and in 16 or so years I've never been let down by any of my tenants.
    I cannot fault Samuel Estates for their honesty and professionalism and they always go the extra mile to help me.
    As a customer I feel valued and supported. Both of these things are so important in this day and age.
    Thank you Paul, Chi, Ryan, Stefano and the rest of the team for your care, concern, support and efficiency.

  • Siri1175 JAM

    I have been using Samuel Estates for the last 11 years both as a renter and a landlord. In all that time they have been utterly professional in their approach. They are straight-forward in their approach, prompt with their responses and efficient and effective when managing issues relating to the properties. They have a clear focus on maintaining high standards when managing properties, and take as much care with small matters as well as large.
    I would not hesitate in recommending their services.

  • Kit Tandon

    Samuel Estates have acted as my agents for over 15 years. They have always acted professionally and with integrity. They always give great value and put their customers first. Samuels have always managed to get tenants for me without my property ever being empty. I can't recommend them highly enough. The fact that I have remained with them for this long says everything about them

  • Jacy

    Would highly recommend Samuel estates - Paul and Nick were extremely helpful and went out of their way to help in our home search. Like many agents who I found persistent and didn't listen, Samuel estates were professional and made our experience much easier & tailored to our requirements. I would highly recommend them when considering buying or selling your property.

  • Lulu White

    The best estate agents I have dealt with! The process of renting a new flat has been incredibly smooth thanks to Stefano who has been fantastic. He went out of his way to answer all of our questions and always got back to us quickly. The referencing and signing of agreements etc was very simple and I would recommend Samuel Estates to anyone.

  • Amy Lea

    Thank you so much to Chi for the highly professional and reliable service he has provided for our first move. Whenever we have had an issue, Chi has dealt with this quickly and solved any problems with ease. I would highly recommend his services to anybody. A fantastic service that ensured the smooth transition into our first new home.

  • Jacob Westerman

    Really pleased with the service provided, Stefano did a great job helping me to negotiate the rent, the whole process of moving in was made easy and greatly expedited; with thanks to Stefano, I was able to move in to my new apartment, in less than one week of making my initial offer. I would happily recommend their services to both landlords and prospective tenants.

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