Complaints Procedure
GRAHAM NASH ESTATE AGENTS
FORMAL COMPLAINTS PROCEDURE
Document Type: In-House Complaints Procedure
Applies To: All employees, contractors and representatives of Graham Nash Estate Agents
Effective Date: 01/07/2026
Review Date: 01/07/2027
Responsible Person: Graham Nash
1. Purpose
Graham Nash Estate Agents is committed to providing a professional, transparent and high standard of service to all clients, customers and other parties who interact with the business.
We recognise that, on occasion, concerns or dissatisfaction may arise. The purpose of this Formal Complaints Procedure is to ensure that all complaints are handled fairly, consistently, promptly and thoroughly.
The procedure provides a clear process for:
• Receiving and acknowledging complaints;
• Establishing the nature and circumstances of the complaint;
• Carrying out a full and thorough internal investigation;
• Reviewing relevant communications, records and circumstances;
• Providing a formal written response;
• Identifying any appropriate remedial action or learning points; and
• Maintaining appropriate records of complaints and their outcomes.
2. What Constitutes a Formal Complaint
A complaint is an expression of dissatisfaction regarding the service provided by Graham Nash Estate Agents, or the conduct or actions of an employee, representative or contractor acting on behalf of the business.
A complaint may relate to, but is not limited to:
The standard or quality of service provided;
• Communication or failure to communicate;
• Delays or administrative issues;
• Handling of a sale, purchase, letting or tenancy;
• Property management matters;
• Fees or charges;
• Conduct of a member of staff;
• Failure to follow an agreed process or instruction;
• An alleged failure to act appropriately or within a reasonable timeframe; or
• Any other matter where a client or customer considers that the service provided has fallen below the standard reasonably expected.
A complaint should be distinguished from a general enquiry, request for information, request for an update, or dissatisfaction that can be resolved immediately as part of normal day-to-day service.
Where an issue cannot be satisfactorily resolved through normal communication, it should be treated as a formal complaint.
3. How a Complaint Can Be Made
Complaints should preferably be submitted in writing so that the details of the complaint can be accurately recorded and investigated.
A complaint may be submitted by:
• Email;
• Letter; or
• Any other reasonable written communication.
The complainant should, where possible, provide:
• Their name and contact details;
• The property or transaction to which the complaint relates;
• The nature of the complaint;
• The relevant dates and circumstances;
• The individuals involved, where known;
• Any supporting documentation or correspondence; and
• The outcome or resolution they are seeking, where applicable.
Complaints should be directed to the person responsible for handling formal complaints within Graham Nash Estate Agents.
Complaints Contact:
Graham Nash - Director
Graham Nash Estate Agents
Graham@gnea.co.uk
01908 025510
Fairbourne Drive, Atterbury Lakes, Milton Keynes, Mk10 9RG
4. Acknowledgement of Complaint
All formal complaints will be acknowledged within 3 working days of receipt.
The acknowledgement will confirm:
1. That the complaint has been received;
2. The date on which the complaint was received;
3. The key issues understood to form part of the complaint;
4. The person responsible for investigating the complaint, where appropriate; and
5. That a full internal review will be undertaken.
Where clarification or additional information is required from the complainant, this may be requested as part of the acknowledgement or shortly afterwards.
The acknowledgement will also confirm that Graham Nash Estate Agents aims to provide a formal written response within 14 working days.
5. Internal Investigation
Every formal complaint will be subject to a full and thorough internal review.
The purpose of the investigation is to establish the relevant facts and circumstances surrounding the complaint and to ensure that the matter is considered fairly and objectively.
The investigation may include a review of:
• All relevant email correspondence;
• Telephone call records and notes;
• Letters and written communications;
• Property or transaction records;
• Internal notes and file records;
• Relevant instructions received from the client or customer;
• Records of actions taken by members of staff;
• Relevant dates and timescales;
• Previous communications concerning the matter;
• Relevant agreements, terms of business or other documentation;
• Information provided by the complainant;
• Information provided by employees or other parties involved; and
• Any other information considered relevant to establishing the circumstances of the complaint.
The investigation should consider the full context and chronology of events, rather than considering individual communications or incidents in isolation.
Where appropriate, the investigator may speak to members of staff or other relevant individuals to establish the facts.
6. Independence and Objectivity
Where reasonably practicable, a formal complaint should be investigated by a person who was not directly responsible for the action or service giving rise to the complaint.
The person conducting the investigation should approach the matter objectively and consider both:
• The concerns and evidence provided by the complainant; and
• The information and evidence available to Graham Nash Estate Agents.
The investigation should not be conducted on the assumption that the complaint is either justified or unfounded before the relevant evidence has been reviewed.
7. Investigation Records
A written record should be maintained throughout the investigation.
The complaint file should include, where applicable:
• The original complaint;
• The acknowledgement;
• Relevant correspondence;
• Relevant internal records;
• Notes of conversations or interviews;
• Evidence reviewed;
• The chronology of relevant events;
• Findings arising from the investigation;
• Any remedial action considered or taken; and
• The final formal response.
Records should be retained in accordance with Graham Nash Estate Agents' applicable data protection and record-retention requirements.
8. Formal Viewpoint and Response
Following completion of the investigation, Graham Nash Estate Agents will provide a formal written viewpoint response.
The response will normally be issued within 14 working days of receipt of the formal complaint.
The response will:
• Confirm that the complaint has been investigated;
• Summarise the matters considered;
• Set out the relevant findings based on the information available;
• Provide Graham Nash Estate Agents' formal viewpoint on the complaint;
• Explain the reasoning behind that viewpoint;
• Confirm whether any aspect of the complaint is accepted, partially accepted or not accepted;
• Identify any appropriate action that will be taken, where applicable; and
• Explain any further steps available to the complainant, where applicable.
The response should be clear, professional and proportionate to the issues raised.
Where the investigation identifies that an error or service failing has occurred, the response should acknowledge this appropriately and, where possible, explain what action will be taken to address the matter or prevent a recurrence.
Where the complaint is not upheld, the response should nevertheless explain the relevant findings and reasoning rather than simply stating that the complaint has been rejected.
9. Where Further Time Is Required
Graham Nash Estate Agents will make every reasonable effort to provide the formal response within 14 working days.
In exceptional circumstances, where a complaint is particularly complex or circumstances outside the reasonable control of the business prevent completion within this timeframe, the complainant should be informed of the reason for the delay.
The communication should explain:
• Why additional time is required;
• What remains outstanding; and
• When a substantive response is expected.
Any delay should be kept to the minimum reasonably necessary.
10. Outcome of a Complaint
Following the investigation, the complaint may be:
Upheld
Where the investigation establishes that the complaint is justified in whole or in part.
Appropriate corrective or remedial action should be considered.
Partially Upheld
Where some elements of the complaint are supported by the evidence, but other elements are not.
The formal response should clearly distinguish between the different aspects of the complaint.
Not Upheld
Where, following a review of the available evidence and circumstances, the investigation does not establish that the service or conduct complained about was inappropriate or that the alleged failing occurred.
The reasons for this conclusion should be explained clearly in the formal response.
11. Corrective and Remedial Action
Where a complaint identifies an error, omission, communication failure or other service issue, Graham Nash Estate Agents will consider appropriate remedial action.
Depending on the circumstances, this may include:
• Correcting an administrative error;
• Providing further information or clarification;
• Taking action to resolve an outstanding matter;
• Reviewing an internal process;
• Providing additional staff guidance or training;
• Improving communication procedures; or
• Taking any other reasonable action considered appropriate.
Any action taken should be recorded on the complaint file.
12. Escalation and Further Review
Where the complainant remains dissatisfied following the formal response, they may request that the matter be reviewed further where an appropriate internal escalation process is available.
Any request for further review should identify the specific aspects of the original response with which the complainant remains dissatisfied and provide any additional relevant information.
Where the matter falls within the jurisdiction of an applicable external redress scheme, regulatory body or other dispute-resolution process, the complainant will be informed of the relevant further steps and any applicable timescales.
13. Staff Responsibilities
All employees of Graham Nash Estate Agents are expected to:
• Treat complaints seriously and professionally;
• Remain courteous and objective;
• Avoid defensive or confrontational responses;
• Preserve all relevant records and communications;
• Cooperate fully with internal investigations;
• Provide accurate information when requested;
• Escalate formal complaints promptly; and
• Follow this procedure consistently.
Employees should not delete, alter or withhold relevant correspondence, notes or records relating to a complaint.
14. Confidentiality and Data Protection
Complaints will be handled with appropriate confidentiality.
Information relating to a complaint will only be shared with individuals who reasonably require access to it for the purposes of investigating, responding to or managing the complaint, subject to applicable legal and regulatory requirements.
All personal information will be handled in accordance with applicable data protection legislation and Graham Nash Estate Agents' privacy and data-handling procedures.
15. Complaint Monitoring and Internal Learning
Formal complaints should be reviewed periodically by management to identify recurring issues, service trends or opportunities for improvement.
Where appropriate, management should consider:
• The number and nature of complaints received;
• Common causes of complaints;
• Communication or process failures;
• Recurring issues involving particular procedures;
• Whether staff training or guidance is required; and
• Whether internal processes should be amended.
The purpose of complaint monitoring is not solely to resolve individual complaints, but also to use legitimate feedback to improve the quality and consistency of service provided by Graham Nash Estate Agents.
16. Procedure Summary
Stage
Action
Target Timescale
1. Receipt
Formal complaint received and recorded
Day 0
2. Acknowledgement
Written acknowledgement issued
Within 3 working days
3. Investigation
Full and thorough internal review of communications, records and circumstances
Ongoing
4. Formal Viewpoint
Formal written response setting out findings and Graham Nash Estate Agents' viewpoint
Within 14 working days
5. Further Review
Further internal review or external redress process, where applicable
As appropriate
17. Management Review
This procedure should be reviewed periodically to ensure that it remains appropriate, effective and consistent with the legal, regulatory and professional requirements applicable to Graham Nash Estate Agents.
Approved By: ___Graham Nash_________________________
Position: ____Director___________________________
Date: _____01/07/2026_____________________________
Next Review Date: __01/07/2027_____________________
18. Independent Redress Scheme
If a complainant remains dissatisfied following Graham Nash Estate Agents' formal response, or if more than 8 weeks have passed since the initial complaint was made and the matter remains unresolved, the complainant may refer the matter to the independent redress scheme operated by The Property Ombudsman (TPO), where applicable.
The Property Ombudsman provides an independent service for resolving disputes between consumers and property agents.
Complaints may be referred to The Property Ombudsman using the following contact details:
The Property Ombudsman
Unit 159756
PO Box 7169
Poole
BH15 9EL
Telephone: 01722 333 306
Email: admin@tpos.co.uk
Website: www.tpos.co.uk
Complainants should refer to The Property Ombudsman's current requirements and eligibility criteria when making a referral, including any applicable time limits for submitting a complaint.
Graham Nash Estate Agents will cooperate fully with any investigation undertaken by The Property Ombudsman and will provide relevant information and documentation where required.