Complaints Procedure

Committed to providing a high quality service

We are committed to providing a high quality service to all our clients.

If something goes wrong, we need you to tell us about it. This will help us to improve our standards.

If you have a complaint, please contact us in writing or via email with the details. A senior member of staff will be assigned to deal with the complaint, with the assurance that it will be treated sensitively and confidentially.

Our complaints procedure relating to Harley Estate Agents

What will happen next?

  1. All verbal and written complaints will be recorded by us at the time they are made.
  2. We agree to deal with you or any properly appointed representative on your behalf.
  3. All written complaints will be acknowledged in writing within 3 working days and a proper investigation promptly undertaken by a senior member of staff.
  4. If deemed necessary we will invite you to a meeting to discuss and hopefully resolve your complaint.
  5. A formal written outcome of our investigation will be sent to you within 15 working days of receipt of the original complaint. In exceptional cases, where the timescale needs to be extended beyond this limit, you will be kept fully informed and explanation provided.
  6. If you remain dissatisfied, you should contact ourselves again and we will arrange for another senior member of staff, unconnected with the matter to review the decision. Such a review will be sent to the Complainant within 15 working days.
  7. Following the conclusion of our investigation, a written statement of our final view, and including any offer made, will be sent to you.
  8. In the event you are still dissatisfied you can then contact The Property Ombudsman, within 12 months of our final view. The Property Ombudsman Scotland Complaints. Tel: 01722 333 306 Email complaints [email protected]. Web: