Complaints Process

Property Trader strives to provide a high standard of service to all of our customers at all times. Whether you are selling a property, having your property managed or purchasing a property through us: you can have your case heard to by an internal complaints manager who will provide you with a resolution to any matter through our internal complaints procedure.

Our Complaint Process

Step 1 – Try to resolve the complaint with the staff member or their team leader that is dealing with your sale.

Step 2 – If our team cannot resolve your complaint then you can escalate the complaint using our internal complaint procedure. You can open a complaint by emailing Please reference your phone number and email address that you were using to communicate with us so that we can easily track down your file.

Step 3 – A complaints manger will handle your complaint. Some complaints may be complex. We will aim to acknowledge your complaint within 3 working days. However, please allow up to 14 working days for a response. We may even request more information from you sooner than this.

Step 4 – If our complaints manager cannot resolve your complaint then your complaint will be escalated to the last stage to a senior manager who will review the response from the complaints manager. You may not directly hear from them but we will always have a senior manager review your case before a final response and resolution is provided.

Step 5 – 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. This is detailed below.

Important Information On Complaints

To help us get to the bottom of things quickly and allow us to provide you with a speedy response, it would really help if you could give us as much information as possible about your problem. If you can, tell us what you would like us to do to resolve your complaint.

Sometimes a complaint can be complex, or requires some investigation on our part. Please our complaints department with adequate time to respond to you. Sometimes we may need to speak with multiple people internally and externally in order to properly investigate the issue.

Property Ombudsman

Property Trader is a member of the Property Ombudsman. You can see all of our registration details on the following link.

Please note the following:
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 complaints procedure, before being submitted for an independent review.
The Property Ombudsman Ltd
Milford House, 43-55 Milford Street, Salisbury Wiltshire, SP1 2BP

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All offers are submitted to the seller for approval. On acceptance of your offer you will be required to instruct a solicitor for Legal Acceptance of your offer. A fully refundable buyers premium may apply to secure a property. This amount is not an additional cost and is refunded in the event of non completion. Terms and payment details will be provided upon verbal acceptance of your offer.