At Nestello Estate Agents, we are committed to delivering the highest standard of service to all our clients and customers. If something does not meet your expectations, we encourage you to let us know so we can put things right and continue to improve.

If you have a complaint, please submit it in writing with as much detail as possible. Once received, we will respond in accordance with the timeframes outlined below. (If we are unable to resolve your complaint within eight weeks, you may be able to refer the matter to the Property Ombudsman for an independent review.)

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What happens next?

1. Acknowledgement
   We will send you written confirmation acknowledging receipt of your complaint within three working days, along with a copy of this procedure.
2. Investigation
   Your complaint will be investigated by the relevant manager, who will review your case and discuss the matter with any team members involved.
   You will receive a formal written outcome within 15 working days from the date of our acknowledgement letter.
3. Further Review
   If you are not satisfied with the response, you may request a further review. This will be carried out by a senior member of staff not previously involved.
   We will provide our final written response within 15 working days of receiving your request.

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Independent Redress

If you remain dissatisfied after receiving our final viewpoint letter, you can contact The Property Ombudsman for an independent review under the Property Redress Scheme.

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Important Notes

• You must contact The Property Ombudsman within 12 months of receiving our final written response.
• The Property Ombudsman will require evidence that your complaint has been fully addressed through Nestello Estate Agents’ internal complaints procedure before accepting a referral.