Complaints Procedure

Please follow this process

Speak to your Negotiator

In order that your concerns are addressed as efficiently as possible we ask that you first raise the issues verbally with the Negotiator at the branch concerned.

Write to the Manager of the Branch

Write to the Manager for the Branch

Your complaint will be acknowledged within three working days of receipt and an investigation undertaken.

A formal written outcome of the investigation will be sent to you within 15 working days.

Write to the Director of Customer Services and Compliance of Cobblestone Estates

Write to the Director of Customer Services and Compliance of Cobblestone Estates

Director of Customer Services and Compliance
46 Jeffery Street
Gillingham,
Medway,
ME7 1BZ

This complaint will also be acknowledged within three working days of receipt and an investigation undertaken.

A formal written response will be sent to you within 15 working days.

Following the Director of Customer Services and Compliance’s investigation, a written statement expressing Cobblestone Estates’ final view will be sent to you. This will include any offer made. This letter will confirm that you are entitled if dissatisfied to refer the matter to The Property Ombudsman within 12 months for a review.

Refer the matter to the Ombudsman