We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our service.

If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).

What will happen next?

  • We will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.
  • We will then investigate your complaint. This will normally be dealt with by Stacey Mole who will review your file and speak to the member of staff who dealt with you.
  • A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.
  • If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.
  • We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.

The person appointed to deal with complaints is:
Stacey Mole
Flowers Estate Agents
London House, 16 Oxford Street
Woodstock, OX20 1TS
01993 627766

If you remain dissatisfied, you can then contact The Property Ombudsman to request an independent review: The Property Ombudsman Ltd Milford House 43-55 Milford Street Salisbury Wiltshire SP1 2BP 01722 333 306
Please note the following: You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case. The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.

Customer feedback
Your feedback has been key to the development of our training and the service we provide, therefore we encourage all our customers to share their experiences with us. To get in touch, you can contact us here.

Client Money Protection
Client Money Protection is covered by our parent company, Finders Keepers. Countrywide Residential Letting Ltd trading as Finders Keepers has Client Money Protection as part of the Propertymark Client Money Protection Scheme. The Client Money Protection certificate and more information can be found here. Full details of our Client Money Protection procedures as part of our ARLA Propertymark approved membership status can be found here.