Complaints Procedure

Complaints Procedure

We aim provide an outstanding level of service at all times, however as part of our membership to PRS, we are required to provide a full Formal Complaints Procedure.

Town and Country Estate Agents operate a rigorous and transparent complaints procedure to ensure the highest of standards in all property transactions.

Firstly, complaints should be dealt with by either the Sales or Letting Manager, and should be put in writing or sent via email for their attention. We will confirm receipt of your complaint and respond to you within 48 working hours.

If the response is not satisfactory, the complaint can be raised to Director level, and this must detail any issues you feel haven’t been dealt with within our first response. Once the complaint is received by a Director, we will respond within 10 working days. This allows a full response to be provided and allows us to gather emails, and notes. All our telephone calls are recorded on our system in the form of a time stamped note to allow us to fully understand the events that took place.

Upon receipt of our Directors response, we allow 8 weeks before closing the file. During the 8 weeks you can further raise your concerns, at which point a further Director may consider your views before providing our final viewpoint.

We are committed to ensuring all complaints are fully and fairly addressed. We respect your right to take any complaint to a third party and we will fully co-operate with them. Therefore, in our final letter to you, we will always confirm when a ‘deadlock’ situation has been reached, which signals we have come to the end of our internal complaints procedure, and you may now progress your issues to PRS of whom we are a member. Their details are as follows:

Property Redress Scheme

Premiere House,

1st Floor,

Elstree Way,


WD6 1JH.


T 0333 321 9418


Our membership number is: PRS025800


Please note the following:

You will need to submit your complaint to PRS within 12 months of receiving our final viewpoint letter, including any evidence to support your case.

The PRS requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.