Rea Estates Property Sales - Compliance

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50b Princes Street Bishop Auckland DL14 7AZ

Monday–Thursday: 9AM–5.30PM, Friday: 9AM–5PM
Saturday: 9AM–4PM

Rea Estates Co Durham Ni ltd

IN-HOUSE COMPLAINTS PROCEDURE

We are committed to providing a professional service to all our clients and customers.  When something goes wrong, we need you to tell us about it.  This will help us to improve our standards.

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).

What will happen next?

·         We will send you a letter acknowledging receipt of you complaint within three working days of receiving it, enclosing a copy of this procedure.

 

·         We will then investigate your complaint. This will normally be dealt with by the 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 remain dissatisfied, you can then contactThe Property Ombudsman to request an independent review:

The Property Ombudsman Ltd

Milford House

43-45 Milford Street

Salisbury

Wiltshire

SP1 2BP

01722 333 306

www.tpos.co.uk

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.

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Rea Estates were extremely professional and efficient throughout the sale of our house. A big thank you to Susan, who was always on hand to guide us and answer all our questions. Nothing was too much trouble and she progressed the sale smoothly and very quickly. In today's turbulent market it all went without  a hiccup, thanks  again Rea Estates, you will be our first choice if we ever need an Estate Agent in the future. 

Karen Wager, vendor - 03/08/2021

Thanks for your help & support in our recent purchase of this property - I have to admit that we have been really impressed with your helpfulness and responsiveness to any queries we have raised; a refreshing change to my usual view and experience of estate agents.  If anyone is asking for Estate Agent recommendations in the Bishop Auckland area, then I'll certainly be pointing them in your direction.

Anon - July 2021

Rea Estates, in particular Susan and William, provided exceptional service and support during our recent sale process. From the outset their proactive, professional, hands-on approach put us at ease and this level of service was consistently maintained. We were regularly updated as the sale progressed and provision of this information was greatly appreciated, they provided a resourceful link between all parties. Without a doubt we will use Rea Estates again and cannot recommend highly enough. Thank you so much Rea Estates!
Comment on agent fees
Very happy with the fee

Adam Wells

You have all been so professional and helpful whilst selling my Mam and Dads house on their behalf, under what can only be described as a difficult decision for us as a family.  Both Sue and yourself have helped us in every way possible and we can’t thank you enough. Everything went through exactly as was stated in the conversations and emails we had with yourselves and I certainly wouldn’t hesitate to recommend to anyone who’s thinking of selling their family home.

 

Jackie 

On behalf of 

Lawrence and Joan Hunt

 

Jackie Cleminson, vendor - 01/08/2021
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