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

  • chris graham

    Over the last few weeks I have dealt with Ryan and Daniel from the lettings team who were fantastic from the get go.Polite, professional, stayed in touch with regular updates.

  • chris graham

    Over the last few weeks I have dealt with Ryan and Daniel from the lettings team who were fantastic from the get go.

    Polite, professional, stayed in touch with regular updates.

  • Novak Bojovic

    I am a foreigner who was looking for a place in London for my university studies. The service by my agent Bilal was brilliant and most importantly very professional. The whole process was fast and the response on every question was quick and clear. One of the best attributes was the constant availability to solve any problems one might have.

  • Alessandro De Corso

    Our agent Stefano was so professional and great since the day of the viewing through all the process of the tenancy agreement. Everything was set up on time and by law without any weird things that sometimes happen with many agencies around London. High recommend and big thanks again to our agent for his kindness and availability to met our requirements.

    Alessandro

  • Mathew Chan

    I worked with Jessica from Colliers Wood office on my first time renting in London (and this country) and she been amazingly helpful. We suspect we are the more demanding kind of renters who needs to know everything about the property in details, Jessica has been patient and responsive throughout the entire process. We are very thankful to have Jessica's help, without which our moving into the country might not be as smooth.

    Samuel Estates's listings are all high quality ones and they offer complimentary move-in service. Highly recommended.

  • Sam Thomas

    After nearly 4 years of renting a property through Samuel Estates we can now reflect about our experience with them as a Letting Agent.

    Throughout our tenancy, all issues were responded to efficiently and effectively as well as being resolved in the end despite any hurdles along the way. The team on the whole are very proactive in their replies and were very helpful throughout our 4 years!

  • abinash patnaik

    We rented through Samuel Estates in Colliers Wood and dealt with Yohana Gabanes as our Property Manager who was amazing. She was always quick to respond to things and helped deal with any issues that arose during our tenancy. Our checkout was smooth and hassle free. We are so happy to have her again as our property manager for our current tenancy 🙂

  • Benjamin Ofereh-Mugbeh

    Had a very good experience and I believe that was only possible thanks to the professionalism and amazing care Jessica put into helping us. We can not thank her enough. I highly recommend asking for Jessica. THANK YOU 😊

  • Doctor OReilly

    Great experience with Samuel Estates so far, and especially Stefano. Very responsive to my emails and always helpful. Thank you for making my rental move a smooth transition!

  • Antonio Dabraio

    Great experience with Samuel Estates, Jessica has been able to help us with finding our new flat for renting and the process has been very smooth, and always helpful.

    Definitely recommending Samuel Estates !

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