Complaints about Propertymark
Complaints procedure
This procedure applies to concerns about our service delivery, behaviour, or decision-making. Complaints regarding the conduct or competence of a member or firm will be referred to our Regulation team and handled separately. Learn how to make a complaint against a member.
The first step in this process is to tell us about the issues you have experienced.
Verbal complaints may be made by phone however a request would thereafter be made to confirm the nature of the complaint in writing either using the form below or sending a written complaint to Arbon House, 6 Tournament Court, Edgehill Drive, Warwick, CV34 6LG. In your written complaint please include full details of your complaint and your preferred contact details.
We will acknowledge your complaint within 7 working days and aim to provide a full response within 4 weeks. If more time is needed to complete our investigation, we will send you a progress update and let you know when to expect a full reply.
Our goal is to resolve your complaint at the first point of contact. If further investigation is required, we will assign a dedicated contact who will keep you informed throughout the process.
Regardless of the outcome, our response will explain the steps taken to investigate, the findings, and any actions resulting from the complaint.
If you are not satisfied with the initial response, you may request that the matter be escalated to an appropriate manager.
The manager will acknowledge your escalation within 7 working days and review the case to determine whether the correct outcome was reached. A final response will be provided within 4 weeks, or a progress update will be sent if more time is needed.
The manager will work with you to ensure all concerns are clearly understood and will decide on the most appropriate resolution.
Abusive or Persistent Behaviour
We do not tolerate abusive behaviour towards staff. If such behaviour is identified, we reserve the right to limit contact or, in severe cases, suspend investigations until the behaviour ceases.
Repeated complaints that have already been addressed through this procedure may be disregarded if we believe the matter has been reasonably concluded.