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Callaways Feedback & In-house Complaints Procedure


We are committed to providing a professional service to our clients and customers.  We'd love to hear from you when things go right, but ...

.. when something goes wrong, we need you to tell us about it, using the Complaints Form.  This will help us to improve our standards.

If you have a complaint, please put it in writing, including as much detail as possible.  We will then respond in line with the time-frames set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to The Property Ombudsman to consider, without our final viewpoint on the matter).

What will happen next?
We will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.

We will then investigate your complaint. This will normally be dealt with by Callaways' Branch Manager who will review your file and speak to the member of staff who dealt with you.  A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.

If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by our Company Secretary or Managing Director.  We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.

If you remain dissatisfied, you can then contact The Property Ombudsman to request an independent review on 01722 333 306 or www.tpos.co.uk

Please note:
You need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case. The Property Ombudsman requires that all complaints are addressed through Callaways Estate & Letting Agents' in-house complaints procedure, before being submitted for an independent review.

Callaways Limited, trading as Callaways Estate & Lettings Agents, aims to provide the highest standards of service to its clients and customers.

If you feel less than fully satisfied with the service you have received, we would welcome your comments and suggestions so that we can rectify the problem and improve our service in the future.

Please complete the form and return it, marked "Confidential", to Company Secretary, at B1 Yeoman Gate, Yeoman Way, Worthing, West Sussex, BN13 3QZ.

We will send an acknowledgement within 3 working days of receipt.  Your complaint will be fully investigated and a response will be sent within 15 days of receipt. If at that stage your complaint has not been resolved to your satisfaction, you may ask for it to be passed to a senior member of Management.

All complaints are recorded to enable us to monitor our performance.

For your own records, please make a copy of this page and make a note of the date on which your form was submitted.

Our Sales, Lettings & Property Management teams are always pleased to receive positive feedback, and we would welcome your comments by email to james.duffy@callaways.co.uk or heather@callaways.co.uk so that we can share with our colleagues. 

We also welcome generous feedback and would love you to review our services on:

i)   Facebook www.facebook.com/estateagentsbrightonhove
ii)  Twitter www.twitter.com/@CallawaysSussex
iii)  Google – www.callawaysestateagents.co.uk  
iv) LinkedIn – Callaways Estate & Letting Agents 

Thank You.