In accordance with advice from the Property Ombudsman

​

The Relo team are committed to delivering a high standard of service in all circumstances and we pride ourselves on being fully accountable, transparent and receptive to feedback and advice.

​

Relo Estate Agents are members of the Property Ombudsman redress scheme 

​

If you feel in any way that you have not received an acceptable level of service, or feel like you have a grievance with any aspect of a transaction related to us then we would be eager to address this as best, and as swiftly as we can.

​

In any event, please follow the procedure outline below:

​

• Please submit your complaint in writing to us (via post to: Relo Estate Agents, 71-75 Shelton Street, Covent Garden London. WC2H 9JQ or via email to admin@reloea.com) with as much detail as possible.
  
  Assuming we have successfully received this we will issue a receipt in writing within 3 working days (please allow an additional working day if communication is via post).

​

• Your complaint will be reviewed automatically by a Manager or Director and after a full investigation of the matter, Relo will issue a full formal response within 10 working days of our receipt being sent. This report will include the findings of our investigation and confirmation of our verdict on the matter.

​

• If we find any evidence or shortcomings we will also include a proposal for suitable recompense or an invitation for further discussion.

​

• In the event that the complaint relates to one of the directors themselves then the investigation will be handled by a director separate to the grievance.

​​​

If you are still not satisfied with our final viewpoint (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. Please be aware that you have up to 12 months from the initial contact to refer your complaint to the Ombudsman, although it is preferable that you do so as soon as possible if you wish to pursue this matter further. 

​

The Property Ombudsman Ltd, Milford House, 43-45 Milford Street, Salisbury, Wiltshire, SP1 2BP

 

Tel: - 01722 333 306

​

www.tpos.co.uk

 

The Property Ombudsman requires all complaints to be submitted through our in-house procedures initially before being escalated to themselves.

​

Please include our membership number to the Property Ombudsman redress scheme as a reference with any correspondence: T08807

​

If you have received no formal response or contact from us within the outlined timescales you may wish to submit to the Ombudsman for independent review regardless.