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John Bray & Sons in House Complaints Procedure

We are committed to providing a professional service to all our clients and customers. If things go wrong, we need you to tell us about them. This will help us to improve our service going forward and resolve issues as soon as possible.  

If you have a complaint, please put this in writing (letter or email) to us. We will then acknowledge and respond in line with the timescales and stages set out below.

Stage 1—Your Complaint

Please put your complaint in writing either by letter or email and address it to Kate Darbyshire, Director.  Please include as much detail as possible, including dates, names of any members of staff you dealt with, and where you are able enclose/attach any supporting evidence. 

Email: kate@johnbray.uk

Stage 2—Our Acknowledgement

Your complaint will be acknowledged, and we will start our in-house complaints process within 5 working days of receiving the complaint. 

Stage 3—Our Investigation and Final Viewpoint Letter

Your complaint will be investigated, and Kate Darbyshire will provide a formal written response addressing your specific complaints and proposing resolutions where appropriate within 15 working days of receiving your complaint. 

Stage 4—The Property Ombudsman

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.

The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
SP1 2BP
01722 333306
www.tpos.co.uk | admin@tpos.co.uk 

        

Contact Us

John Bray

72 High Street
Hastings
TN34 3EL
United Kingdom

01424 421 544

enquiries@johnbray.uk

About Us

John Bray is the oldest estate agent in Hastings, established in 1872. Since then we have seen many changes, but we are still locally owned, family run and independent. This gives us the opportunity to offer a bespoke service, tailored to our customers' needs. We specialise in sales and letting of unusual and distinctive properties. We are extremely proud of our tradition and unrivalled friendly service from our knowledgeable team. That is why our customers come back to us time and time again!