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

  • Charlie

    I’m not someone to usually write a review, but I was highly impressed with the service I received from Samuel Estates. I would highly recommend Jessica to anyone looking for a new home. I have had to move a few times over the last few years and she was the best estate agent I have ever dealt with. She was helpful, professional and answered any questions we had promptly and efficiently. She made the process stress-free and took care to make sure we was happy every step of the way. I highly recommend.

  • Garfieldield Davidson

    Got looked after very well by Jessica, very professional and always on time for viewing which I loved.

  • Vincent Board

    We have been very happy with the level of service we receive from Lina Svegzdaite and the team at Samuel Estates. They keep us regularly updated on the properties and are always quick to respond to any questions or queries either from ourselves or from our tenants.

  • Diana Chira

    Me and my boyfriend have had a great experience with Samuel Estates. Very professional, informative and responsive at all times. Bilal Jamil in particular has been very helpful with everything we needed. Would highly recommend.
    Many thanks to BJ again. 🙌🏼

  • raj kumar

    special thanks to Daniel. he has been very kind and helpful. he made that whole thing very easy. very professional and friendly agent. thanks SAMUEL ESTATES.

  • Angel Li

    Nicole Smith was helpful and prompt to resolve the issues I reported with the flat and made my stay much smoother for sure. I appreciate her call after the issue was fixed just to give that extra personal touch.

  • Dahye

    I recently rented a flat as an international student, and the process couldn't have been easier thanks to Samuel Estates, and more specifically my property manager, Lina Svegzdaite. She has been extremely helpful and accommodating from the moment I landed in London, and has continued to provide great support to my queries, no matter how small. Made moving and adjusting to a new climate less stressful and easy to navigate thanks to her support- highly recommend.

  • Gabriela Santos

    Nicole Smith (Colliers Wood office) was super helpful to try and resolve an issue we had. And she did!!! Thank u very much!

  • Ania Kocznur

    Have had the most seamless experience in finding my new rental with Samuel Estates. Bilal was responsive and on the ball in keeping me up to date with all matters in sorting out the tenancy, and whenever I called the office there was always someone available to help immediately or address my questions. The justmovein service provided for free too made the admin of sorting out bill transfers etc. completely stress free. Highly recommend!!

  • Alex Chung

    we are very happy & they are helpful on the whole process for renting house, quick respond with clear information to us.

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