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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

  • Charmaine Cheung

    Rented a place in London through Samuel Estates even when I was still living abroad, thanks to the fantastic Bilal Jamil who was so helpful throughout the whole process, helping arrange the virtual viewing and following up promptly right through to the move in date. Thank you so much Bilal!

  • Kia Wing

    The process right from searching to signing the contract has been smooth and easily laid out. Stefano has been amazing from the beginning of the process. He's been very responsive and understanding of what we needed, going the extra mile to secure us the perfect property. We would 100% recommend Stefano and Samuel Estates to anyone looking for their next property.

  • Natalia Sanchez

    We found a new place to rent through Samuel Estates and our experience so far has been quite positive. Bilal, who has been our main contact responsible for the "onboarding process", signing contracts etc.. has been very helpful and responsive solving all our questions promptly and keeping us updated during the whole time.

  • Lasse Berglund

    Bilal and Aleyna were both extremely helpful during our latest search for a flat.

    Booking viewings via email was painless, and the whole offer and referencing process was very smooth.

  • Brian Sharland

    Dealing with Samuel's Estate Agents has been a real pleasure. Their staff are friendly, courteous and efficient. All our queries were taken seriously and answered usually on the spot. The paperwork was sorted out quickly and the few issues after we had moved in were handled quickly too. Their aftercare is as good as their service.

  • Damir Lipa

    Brilliant service from Lina, my property manager at Samuel Estate in Streatham. Always available, positive attitude, prompt response and follow up to all requests, proactive and professional. Highly recommended!

  • isabela maciel

    Very happy with the services provided. From the lady who picked up the phone and managed to squeeze me into a viewing for 15 minutes after the call, to Stefano who showed the property and assisted me through the offering process with his excellent expertise. Also happy with the post signing service so far, including support for setting up and transferring bills.

  • Ava Chiu

    The whole renting process was very smooth. Agent Stefano is professional and responsive to our queries by providing detailed info every time. We love the property and area but it is a shame that the property is full of heavy cigarette smell in the upholstery which is deep inside and hard to get rid of the smell e.g. leather sofa. The whole experience will be even better if the smell has been removed by professional cleaning before we moved in. Unfortunately, Samuel Estate could not help much on this after we reported. Apart from this, the experience was good and staff are helpful! That's why it's 4 stars. Otherwise, we will give 5 definitely.

  • Christian Larsson

    I have been a happy client for many years and I continue to use Samuel Estates for my property management. Professional, transparent and service minded.

  • Ross Campbell

    My partner and I are a week away from moving in! The staff at Samuel Estates have been very helpful and quick to respond to any quieres throughout the process. Having engaged with almost all agencies within the area by far have found these to have the best properties and the best staff!

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