Complaints Procedure

We take pride in our high level of referrals and repeat business. Our complaints policy is taken extremely seriously, and we welcome the opportunity to put any matters right.

As a member of The Property Ombudsman Scheme (TPO), we are governed by a strict Code of Conduct to deal with any complaints or grievances. Below you will find 3 simple stages to help assist you in your complaint.

Stage 1

Please detail your complaint in writing, including when the matter occurred, any supporting evidence, and how you would like the complaint to be resolved, in the first instance directed to the Managing Director:

James Sawyer

Whatley Lane Estate Agents
1 Churchgate Street
Bury St. Edmunds
Suffolk, IP33 1RL

We will acknowledge receipt of your complaint within 3 working days and then carry out a thorough in-house investigation, in accordance with our in-house procedures. A response will then be sent to you within 15 working days of receipt of your letter.

Stage 2

Should a resolution not be satisfied, then you can refer the matter to The Property Ombudsman. You are also entitled to have your grievance referred to the Ombudsman should we fail to deal with matters expeditiously i.e. within 8 weeks from the date of written notification to ourselves.

TPOS Complaints

Milford House
43-55 Milford Street
Wiltshire, SP1 2BP

Step 3

As a Propertymark Protected agent, if you feel your complaint has still not been satisfactorily dealt with by us and/or The Property Ombudsman, you can submit your complaint for further independent review to Propertymark, by downloading their complaint form.


Arbon House
6 Tournament Court
Edgehill Drive
Warwick, CV34 6LG