If you have a complaint

Arden Estate Agents in association with Alderwood aims to provide an excellent standard of customer service to our clients. In the event you feel your service has fallen short of this standard, we hope that you will report this feedback to ensure we can investigate and act on your complaint. All complaints are taken seriously and are used to improve our standard of service.

Sales and Lettings complaints procedure

If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).

Please address your complaint to Paul Williams at our office address: 13 Coleshill Road, Birmingham, B36 8DT.

We will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of our complaint’s procedure.

We will then investigate your complaint. This will normally be dealt with by our office manager, who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.

If, at this stage, you are still not satisfied, you should contact us again, and we will arrange for a separate review to take place by a senior member of staff.

We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.

If you are still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.

The Property Ombudsman Contact Details

The Property Ombudsman

Milford House

43-55 Milford Street




Telephone Number: 01722 333 306 | Website Address: www.tpos.co.uk

Important Information

You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case. The Property Ombudsman requires that all complaints are addressed through this in-house complaint procedure, before being submitted for an independent review.

Propertymark Contact Details


Arbon House

6 Tournament Court

Edgehill Drive


CV34 6LG

Telephone Number: 01926 496 800 | Website Address: https://www.propertymark.co.uk/professional-standards/complaints.html

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