This document outlines the steps you can follow if you have a complaint about our Sales or Lettings services.

How to make a complaint?

• Call our customer support line at 02081501577. Our friendly team is available to assist you with your complaint.
• Fill out our online complaint form. You can find the form below or click here.

Complaint acknowledgement and response

• Within 3 working days: We will acknowledge your complaint in writing and provide you with a copy of this Complaints Procedure.
• Written Complaints: A written response will be provided within 15 working days.
• Telephone Complaints: Straightforward complaints may be resolved by phone, but complex or multiple issues will receive a written response.

Escalating unresolved complaints

• Visit our office in person: If your complaint remains unresolved you can set an appointment via call and visit our office at the following address:
  Citymize Estates Limited
  208 High Road, Romford, RM6 6LS
  Tel: 02081501577
  Email: team@citymize.com

• Investigation and outcome: Our team will investigate your complaint, review records, and interview relevant department. You will be contacted if needed and receive an update within 15 working days.

Further communication and final viewpoint

• Further communication may be necessary to address your concerns.
• If an agreement cannot be reached, the Customer Support Department will issue a final viewpoint letter.

Referring to The Property Ombudsman

• Once you receive our final viewpoint letter, you have the right to refer the matter to The Property Ombudsman within 12 months. Their contact details are:
  The Property Ombudsman
  Milford House, 43-55 Milford Street
  Salisbury, Wiltshire SP1 2BP
  Tel: 01722 333306
  Fax: 01722 332296
  www.tpos.co.uk

Our Commitment to You

We are committed to treating all clients fairly and impartially. We will investigate all complaints thoroughly and strive to resolve them in a timely and satisfactory manner.

We value your feedback.