Complaints Procedure
Chantries & Pewleys is committed to providing a high standard of service to all our customers. We welcome feedback of all kinds, as it helps us to continually improve the service we provide. We also value positive feedback and are pleased to recognise the excellent customer service our team strives to deliver.
If you feel that our service has fallen below the standard you would expect, we encourage you to raise this with us as soon as possible. Many concerns can be resolved quickly and informally at an early stage, and we welcome the opportunity to address any issues promptly.
Where a matter cannot be resolved informally, the following formal complaints procedure should be followed.
Formal Complaints Procedure
All formal complaints must be submitted in writing.
Sales
Please address your complaint to the Director of the relevant Sales Office.
Lettings
Please address your complaint to:
Daniel Harley
Lettings Manager
📧 dharley@chantriesandpewleys.com
We will acknowledge your complaint and provide a written response within 14 working days.
Escalation
If you remain dissatisfied following our initial response, any further correspondence should be addressed to:
Anthony Brown
Director
📧 ambrown@chantriesandpewleys.com
The Complainant’s Responsibilities
To allow us to investigate and respond effectively, we ask that complainants:
Clearly and fully explain the nature of the complaint
Raise the complaint within 8 weeks of the issue arising
Allow a reasonable time for the matter to be investigated and addressed
Recognise that, in some circumstances, matters may be outside the control of Chantries & Pewleys
Final Stage – Independent Redress
If your complaint remains unresolved to your satisfaction, you may refer the matter to The Property Redress Scheme (PRS).
Chantries & Pewleys is a member of a redress scheme approved by the Competition and Markets Authority (CMA) and administered by The Property Redress Scheme.
Further details are available at:
🌐 www.theprs.co.uk
Our registration numbers are:
PRS023742 – Chantries & Pewleys Estate Agents Ltd
PRS014645 – Chantries & Pewleys Lettings & Property Management Ltd
PRS032973 – Chantries & Pewleys Estate Agents (Cranleigh) Ltd