Complaints Procedure

Roundtree Real Estate views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person that has made the complaint. It is structured to ensure that any complaints are dealt with as quickly and efficiently as possible.

How to Complain

All complaints should initially be raised verbally or in writing with the Negotiator or Manager that you are dealing with to resolve. This may be sent to Roundtree Real Estate at Sentinel Square London NW4 2EL or by e-mail, at mail@theroundtree.com
Your complaint will be acknowledged within 3 working days of receipt and a full investigation will be carried out. A formal written outcome of the investigation will sent to you within 15 working days.

Should you not be satisfied with the response you can then write to a Director:

Written complaints for a Director, may be sent to Roundtree Real Estate at Sentinel Square London NW4 2EL or by e-mail, at mail@theroundtree.com

Your complaint will also be acknowledged within 3 working days of receipt and a full investigation will be carried out within 15 working days.

Following the Director’s investigation, a written statement expressing Roundtree Real Estates’ final viewpoint will be sent to you, that may include a goodwill offer in full and final settlement of the complaint.

This statement letter will confirm that you are entitled, if still dissatisfied, to refer the matter to The Property Ombudsman within twelve months from the date of the final viewpoint to: https://www.tpos.co.uk/ Complaint Enquiries: 01722 333306

We are members of Propertymark

If you feel your complaint has not been satisfactorily dealt with by ourselves or The Property Ombudsman, you can send your complaint to Propertymark. Go to https://www.propertymark.co.uk/professional-standards/complaints.html to download a complain form. Propertymark investigates complaints against their members where these is evidence an agent has breached their Conduct and Membership Rules.