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Sell My Home and Rent My Home operate with a network of owned and franchised/partner estate agencies (“Agency”) who are licensed through a franchise/partner agent agreement to trade under the Sell My Home and Rent My Home brands (“Brand”) and operate under the Sell My Home and Rent My Home brands and system (“System”). Your relationship and, if applicable, your contract (if you are a Vendor or Landlord) is directly with the Agency.
We are members of the Property Redress Scheme (“Ombudsman”) and are required to meet specific standards of customer service as outlined in their franchise agreement.
As the owner of the Brand and System, we oversee and monitor the performance of each Agency to ensure they comply with both our minimum standards and those set by the Ombudsman, all with the goal of ensuring excellent customer service and protecting the integrity of the Brand.
If you have a complaint related to Sell My Home or Rent My Home, please first discuss the issue with a member of our branch/territory staff. We aim to resolve the matter sympathetically, fairly, and promptly. In most cases, we will attempt to address the issue on the same day, depending on the nature of the complaint.
If you feel the matter is not being resolved satisfactorily, you can request to speak with or write to the Manager or our National Operations Director, Jon Lovelle. Please outline why you remain dissatisfied and specify what further actions you would like us to take to resolve the issue. We will acknowledge your complaint via letter or email within 5 working days. We will thoroughly investigate your complaint, and a written response detailing the outcome of the investigation will be provided within 28 days.
If the Branch Manager or National Operations Director’s response does not resolve your complaint to your satisfaction, you may escalate the matter to our Group Managing Director/CEO. You can write to:
Mr. Shezad Tayub,
Online estate agents trading as Sell My Home and Rent My Home.
61 Abbey Street, Leicester LE1 3TD.
We will acknowledge receipt of your letter or email within 5 working days. We will then fully investigate the complaint and send you a formal written response within 28 days.
If you are still not satisfied with the outcome, you may refer your complaint to:
Property Redress Scheme
Limelight
1st Floor, Studio 3
Elstree Way, Borehamwood
Hertfordshire
WD6 1JH
Tel: 0333 321 9418
www.portal.propertyredress.co.uk/Complain
The Property Redress Scheme will review your complaint and the response from both you and ourselves. However, the Ombudsman may choose not to investigate a complaint if it concerns an issue that occurred more than 12 months prior to you raising it with the Agency, or if you referred the complaint to the Property Redress Scheme more than six months after receiving the Agency’s final response.
The Property Redress Scheme will try to facilitate a resolution through mutual agreement. If this is not possible, they will consider all factors involved and make a decision based on what is deemed fair under the circumstances.
The Property Redress Scheme will send their decision to both you and us. You can choose to accept or reject this decision. If you reject the Ombudsman’s decision, it will no longer be binding, and you are free to pursue other legal avenues. The decision will not affect your legal rights.