Complaints Policy 

 

1. Purpose 

Sell Happy Estate Agents is committed to providing a high standard of service to all clients and customers. However, we recognise that sometimes things may go wrong. This Complaints Policy outlines how clients can raise concerns, how we will handle them, and the steps available to seek further resolution. 

 

2. Scope 

This policy applies to all services provided by Sell Happy, including: 

Residential and commercial sales 

Valuation and advisory services 

 

3. How to Make a Complaint 

If you are dissatisfied with any aspect of our service, please let us know as soon as possible. Complaints can be made in writing, by email, or in person. 

         Step 1: Informal Resolution 

In the first instance, please raise your concern with the staff member you have been dealing with. Most issues can be resolved quickly and informally. 

If you are not satisfied, you can make a formal complaint as outlined below. 

 

4. Formal Complaints Procedure 

           Stage 1: Written Complaint 

Please send your complaint in writing to: 

Complaints Manager, Sell Happy Estate Agents, 19 The Tangent Business Hub, Weighbridge Road, NG20 8RX 

Or email hello@sellhappy.co.uk  

Your complaint should include: 

• Your name and contact details 

• Details of the issue, including relevant dates and people involved 

• Any supporting documents 

 

 

        

         Acknowledgement: 
We will acknowledge receipt of your complaint within 3 working days. 

         Investigation and Response: 
A senior member of staff (not directly involved in the matter) will investigate your complaint and provide a written response within 15 working days. If the investigation requires more time, we will inform you and explain the reason for the delay. 

 

         Stage 2: Senior Review 

If you are not satisfied with the initial response, you may request a review by the Director of Sell Happy. 

The Director will: 

• Reassess your complaint and the previous findings 

• Provide a final written response within 15 working days 

• This will be our final internal response. 

 

5. Independent Redress 

If you remain dissatisfied after our final response, or if 8 weeks have passed since you first made your complaint, you may refer your complaint to our independent redress scheme: 

The Property Ombudsman (TPO),  Milford House, 43-55 Milford Street, Salisbury, SP1 2BP 
📞 Tel: 01722 333 306      🌐 www.tpos.co.uk 

TPO will consider complaints within 12 months of our final response letter. 

 

6. Record Keeping 

All complaints and outcomes are recorded and reviewed regularly to monitor service quality and identify areas for improvement. 

 

7. Confidentiality 

All complaints will be handled confidentially, and personal data will be processed in line with the Data Protection Act 2018 and UK GDPR. 

 

 

 

 

 

8. Review of Policy 

This policy will be reviewed annually to ensure compliance with current regulations and best practice within the estate and letting agency sector.