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Goodfellows is a member of The Property Ombudsman Scheme (TPOS) and we aim to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded we have the following complaints procedure in place.

The aim of this process is to resolve all customer issues or concerns as quickly as possible. In the majority of cases we hope that any issues can be resolved quickly and amicably to customers' satisfaction at branch level.

Stage One – Branch Manager

Complaints should, in the first instance, be directed to the Manager of the estate agency branch you have been dealing with. They will endeavour to liaise with you quickly and resolve your complaint immediately, no later than 5 working days from first notification.

Stage Two – Director

Should the local manager not be able to resolve your complaint to your satisfaction, you can refer the matter to the Sales or Lettings Director at head office who will respond within 7 working days from receipt.

Stage Three – Managing Director

If, after you have dealt with the division director, you remain dissatisfied you may address your concerns, in writing, to the Managing Director. Once received your letter will be acknowledged within 3 working days and you will receive a response within 15 working days from receipt of your letter.

The address to write to is:

Tracey-Anne Green,
c/o Goodfellows Estate Agents Limited,
10, The Axis Centre,
Cleeve Road,
Leatherhead,
SURREY,
KT22 7RD
Or email: tracey-anne.green@goodfellows.co.uk

Stage Four – The Property Ombudsman

If you still remain dissatisfied with the outcome of your complaint after dealing with the Directors, and once you have received a Final Viewpoint letter from the Managing Director, you may approach the Property Ombudsman.

The Property Ombudsman

Milford House, 43- 55 Milford Street, Salisbury, Wiltshire, SP1 2BP

Tel: 01722 333 306

Email: admin@tpos.co.uk

Details of how to contact the Property Ombudsman will be contained within the Final Viewpoint letter sent as the final response to your complaint. Information can also be found online at www.tpos.co.uk

  • you must make your complaint to the Property Ombudsman within 12 months of the date of our Final Viewpoint letter.
  • the Property Ombudsman will not consider your complaint until our internal complaints procedure has been exhausted and you have received our Final Viewpoint letter.
  • the Property Ombudsman recommends paying any outstanding fees on a "without prejudice" basis to avoid late-payment charges and/or further action.