At Zoe Napier, we are dedicated to providing a professional and high-quality service to all our clients. However, if something goes wrong, we encourage you to inform us, as this helps us maintain and improve our standards.
Our process follows two steps:
- Internal Complaints Procedure – we will address your complaint in-house.
- Propertymark – Conduct issues can be referred to our protected regulator, Propertymark, if the complaint remains dissatisfied following internal dispute resolution attempts. NB Propertymark does not have the powers to award compensation. [View PDF]
- The Property Ombudsman – if you are unsatisfied with our response, you can escalate your complaint to the Property Ombudsman.
For additional contact options, please [Click Here].
Internal Complaints Procedure
If you wish to make a complaint, please put it in writing and include as much detail as possible. We aim to resolve complaints in the timeframe outlined below. If we do not respond within 8 weeks, you may refer the matter to the Property Ombudsman, even without our final response.
Please address your complaint to:
Zoe Napier
Director
Email: zan@zoenapier.co.uk
Address: The Toll House, Fullbridge Quay, Maldon, Essex, CM9 4LE
What happens next?
- Acknowledgment
We will acknowledge receipt of your complaint within 3 working days, along with a copy of this procedure. - Investigation
The Director will review your case and contact the team member involved. A formal response will be sent to you within 15 working days of the acknowledgment. - Further Review
If you remain dissatisfied, we will arrange a review by a senior team member. A final written viewpoint will be provided within 15 working days of your request for further review.
Ombudsman Complaints Procedure
If you’re not satisfied after our in-house process (or more than 8 weeks have passed since your initial complaint), you can request an independent review from The Property Ombudsman without charge.
The Property Ombudsman
Milford House, 43-55 Milford Street, Salisbury, Wiltshire SP1 2BP
Tel: 01722 333 306
Web: www.tpos.co.uk
Please note:
- You must submit your complaint to the Ombudsman within 12 months of our final response.
- All complaints must go through our internal procedure before being submitted to the Ombudsman.