10Homes Legal

Complaints Procedure

We aim to resolve every complaint promptly and fairly. This procedure explains how to raise a complaint and how we will handle it.

How to complain

If you are unhappy with any part of our service, please contact the agent handling your property or our complaints officer using the details on our contact page. We aim to acknowledge every complaint within three working days.

How we investigate

We will investigate your complaint fairly and promptly. A written response will be issued within 15 working days, or we will write to explain any delay and when you can expect a full response.

If you remain dissatisfied

If you are not satisfied with our response, you may refer the complaint to The Property Redress Scheme, an independent redress scheme of which 10Homes is a member. You must do so within 12 months of our final response.

Redress

As a member of The Property Redress Scheme, we are bound by its decisions. The Property Redress Scheme can award compensation where a complaint is upheld.

This document is provided for information only and does not constitute legal advice. For questions about any of these policies, contact 10Homes directly.