Complaints Procedure

Kings take pride in the services they offer to customers, however on occasion things do go wrong and there may be need to raise a complaint. Should this ever be the case, please follow the below complaints procedure.

Making a Complaint

Information for customers

Kings is a member of The Property Ombudsman Scheme (TPOS) and as such aims to provide the highest standards of service to all our customers.  To ensure that your interests are safeguarded, we have a complaints process in place.  The aim of this process is to resolve any issues or concerns as quickly as possible, although in the majority of cases we hope that matters such as these are resolved at branch level.

Stage One –Manager

All complaints should, in the first instance, be directed verbally to the manager of the Kings office you have been dealing with. He or she will endeavour to resolve your complaint immediately and no later than five working days of the first notification.

Stage Two –Director

If you remain dissatisfied, you may then further your complaint, which must be in writing, to the director responsible for the branch in question.  You must write to them within one month of receiving the branch response.  The manager can supply you with the details of the appropriate person.  The director will acknowledge your complaint within three working days of receipt of your letter and provide you with a full written response within 15 working days.

Stage Three – Alternate Director

If you remain dissatisfied, you may address your concerns to one of the other directors within one month from your receipt of the written response.  Your letter will be acknowledged within three working days of receipt and an investigation undertaken. Following the alternate Director’s investigation a formal written outcome and statement will be sent to you within 15 working days and contain the final view of the company.  This will include any offer made.

(Alternate) Director
Kings Estate Agents
4 Station Parade
London Road
TN13 1DL

Stage Four – The Property Ombudsman

After you receive a response form the alternate director, you may approach the Ombudsman if you are not satisfied with the response given.  Details of how to do this are contained within the final viewpoint letter, The Property Ombudsman Consumer Guide or online at   Please note that you must do so within twelve months of the date of the final letter.  The Property Ombudsman will not consider your complaint until our internal complaints process has been completed.