Complaints procedure

Last updated July 2026

We aim to provide a friendly, professional service at all times. If something has not gone to plan, please tell us so we can put it right. We take all complaints seriously and will handle yours promptly and fairly.

Step 1 — Tell us

In the first instance, please raise your concern with the member of staff dealing with your sale, purchase or tenancy. Many issues can be resolved quickly with a phone call to 01254 387001.

Step 2 — Put it in writing

If you would like to make a formal complaint, please write to us at 6 Blackburn Road, Accrington BB5 1HD, or email [email protected]. We will acknowledge your complaint within three working days and provide a full written response within fifteen working days.

Step 3 — Independent redress

If you remain dissatisfied after our final response (or if eight weeks pass without resolution), you may refer your complaint to our independent redress scheme, The Property Redress Scheme. They provide a free, impartial service for resolving disputes between agents and their clients.

Client Money Protection

Client money is protected through the Safeagent CMP Scheme (membership no. A7958).

This procedure is a template and should be reviewed to confirm the correct redress scheme, timescales and contact details before going live.