Complaints

COMPLAINTS PROCEDURE

If you’re not completely happy with our service please do not hesitate to contact us. In this way, we can endeavour to resolve the issue.

We do everything to make sure all our clients receive the best possible service. However, on some occasions, we do not always get this right.

Most complaints in our line of business are fairly immediate due to the wish to proceed with the sale or marketing of your property.

CONTACT US

If you have a complaint about any aspect of our service then please contact us in writing (by letter or email) outlining the nature of your complaint as follows:

ND Estates
8b Spectrum
Gloucester Street
St Helier
Jersey
JE2 3DB.

HANDLING YOUR COMPLAINT

We will acknowledge receipt of your complaint within 3 working days of receipt of your original complaint.

In the first instance, you should contact your lead negotiator by email or in writing detailing your problem. In the event that you do not wish to contact the lead negotiator please write to a Director at the address below.

Once the negotiator or Director has looked into your complaint we will write to you with our findings within 15 working days of your complaint. If we have not yet resolved your complaint we will write to tell you:

1. Why we have not yet resolved your complaint.
2. Who is dealing with your complaint
3. When we will be in contact with you again.

IF YOU ARE NOT SATISFIED

If you are dissatisfied with our handling of your complaint and would like us to review the way we have dealt with it, we offer you the right to request that a Director be asked to carry out a review of the response to your complaint. If you wish us to do so, please ask us in writing. We will then advise you by email of the outcome of that review within 14 days.

NAEA PROPERTYMARK

ND Estates is a member of the NAEA Propertymark scheme and became a member on the 29th of June 2018. To access the NAEA Propertymark complaints procedure please click here and note the procedures that you are required to follow.

ARLA PROPERTYMARK

ND Estates is a member of the ARLA Propertymark scheme and became a member on the 29th of June 2018. To access the NAEA Propertymark complaints procedure please click here and note the procedures that you are required to follow.

THE PROPERTY OMBUDSMAN

ND Estates is a member of the Jersey Estate Agents Association. As such we are a member of the Property Ombudsman Scheme.

You have the right to contact The Property Ombudsman to request that they consider the complaint further where you remain dissatisfied with any aspect of our handling of your complaint:-

Telephone: 01722 333306

Email:admin@tpos.co.uk

Website:www.tpos.co.uk

Address: The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury, Wiltshire SP1 2BP

Unless it agrees there are good reasons not to do so, The Property Ombudsman will expect you in the first instance to allow us to consider and respond to your complaint in accordance with the procedure set out above. You can refer your complaint to The Property Ombudsman up to 12 months after you have received our final written response to your complaint.