Complaints procedure

We’d always rather know when something has gone wrong, so we can put it right. Making a complaint won’t affect how we treat you, and you don’t need to use any particular words or format.

This procedure covers the service you’ve received from Sell My House. If your complaint is about your own solicitor or conveyancer, see complaints about your solicitor below.

You can complain in whichever way suits you:

• By phone: 01244 XXX XXX (Mon–Fri 8am–8pm)
• By email: [EMAIL ADDRESS]
• By post: [REGISTERED OFFICE ADDRESS]

It helps if you can tell us your name and the best way to contact you, the property address, what went wrong and when, and what you’d like us to do to put it right. If you have any relevant emails or documents, please include them — but don’t delay your complaint if you don’t.

If you need any adjustments to help you make a complaint — for example, someone else acting on your behalf, larger print, or a phone call instead of writing — just tell us.

1. We’ll acknowledge your complaint within [ACKNOWLEDGEMENT PERIOD — E.G. X WORKING DAYS] and tell you who is looking into it.
2. That person will review what happened, look at our records and, if needed, speak to you and any colleagues involved.
3. We’ll send you a written response within [FINAL RESPONSE PERIOD — E.G. X WEEKS], explaining what we found, whether we’re upholding your complaint, and what we’ll do about it.
4. If we need longer, we’ll tell you why and when you can expect to hear from us.

Complaints are handled by [ROLE RESPONSIBLE FOR COMPLAINTS], who was not directly involved in the matter you’re complaining about wherever possible.

If you’re unhappy with our response, please tell us and we’ll ask [SENIOR PERSON / DIRECTOR] to review it.

If you remain unhappy after our final response, or we haven’t responded within [REDRESS SCHEME TIME LIMIT], you may be able to refer your complaint to an independent redress scheme:

• Redress scheme: [REDRESS SCHEME TO BE CONFIRMED]
• [REDRESS SCHEME CONTACT DETAILS AND ANY TIME LIMITS FOR REFERRAL]

Your solicitor or conveyancer acts for you, not for Sell My House. If you’re unhappy with their service, complain to the firm first using their own complaints procedure. If that doesn’t resolve it, you can usually take it to the Legal Ombudsman. Concerns about a solicitor’s professional conduct can be raised with the Solicitors Regulation Authority, and concerns about a licensed conveyancer with the Council for Licensed Conveyancers.

We keep a record of every complaint and how it was resolved, so we can spot patterns and improve. We handle the personal information in your complaint in line with our privacy policy, and keep it for [COMPLAINT RECORD RETENTION PERIOD].