Complaints Procedure

SW Estates Complaints Procedure
Your feedback matters — helping us raise standards in South West London.

At SW Estates, we are dedicated to delivering a high-quality, professional service to every client and customer. However, we understand that sometimes things may not go as expected. If that happens, we encourage you to let us know — your feedback helps us improve.

How to Make a Complaint

If you are unhappy with any aspect of our service, please submit your complaint in writing, providing as much detail as possible. This allows us to fully understand the situation and respond appropriately.

You can email or post your complaint to our office. If, after eight weeks, you feel your complaint has not been resolved, you may be eligible to escalate the matter to the Property Redress Scheme (PRS) — even if we haven’t issued our final response.

What Happens Next?

1. Acknowledgement
   We will acknowledge receipt of your complaint in writing within three working days, and include a copy of this complaints procedure.
2. Investigation
   Your complaint will be investigated by the branch manager or a senior team member. We will review your file and speak with the team involved.
3. Response
   A formal, written response detailing the outcome of our investigation will be sent to you within 15 working days of our acknowledgment letter.
4. Further Review
   If you remain dissatisfied, you can request a further review. This will be handled by a senior member of staff not previously involved. You will receive our final viewpoint letter within 15 working days of your review request.

Still Not Satisfied?

If, after receiving our final viewpoint letter, you remain dissatisfied, you can refer the complaint to:

Property Redress Scheme (PRS)
Website: www.theprs.co.uk

Please note:

• You must refer the matter to PRS within 12 months of receiving our final response.
• PRS will only consider complaints that have first gone through our internal complaints procedure.

We value every opportunity to improve and are committed to resolving issues in a fair, transparent, and timely manner. Thank you for helping us maintain the highest standards in estate agency.