📄 Complaints
We hope your time with us is happy and hassle free. We recognise that sometimes things do not go as planned and we are committed to resolving any concerns fairly and promptly.
Our Approach
Being Fair
We listen carefully and assess all complaints without bias, giving every concern equal consideration.
Putting Things Right
Where we have fallen short of expectations, we take prompt and practical steps to correct the situation.
Learning from Outcomes
Every complaint helps us improve. We review each case to ensure the same issue does not arise again.
Deposit Disputes
How to Submit a Complaint
If you have a complaint, please put it in writing by emailing us at the address below. Include as much detail as possible so we can investigate thoroughly and respond to you promptly.
We will respond in line with the timeframes set out in our procedure below. If you feel we have not sought to address your complaint within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter.
✉ complaints@sam.propertiesWhat Happens Next
Acknowledgement
We will send you a reply acknowledging receipt of your complaint within three working days of receiving it, enclosing a link to this procedure.
Investigation
We will investigate your complaint. This will normally be dealt with by the office 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 via email within 15 working days of sending the acknowledgement email.
Secondary Review Request
If, at this stage, you are still not satisfied, you should email us again and we will arrange for a separate review to take place by a senior member of staff.
Final Viewpoint
We will email the results of this secondary review to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
The Property Ombudsman
If you remain dissatisfied after receiving our final viewpoint, you can contact The Property Ombudsman to request an independent review. The Ombudsman provides a free, fair and independent service for resolving disputes between consumers and property agents.
🏠 The Property Ombudsman Ltd
Milford House
43–45 Milford Street
Salisbury
Wiltshire SP1 2BP
📞 01722 333 306
Service type
Free & IndependentAvailable when
Our procedure is exhaustedImportant Notes
You will 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 this in-house complaints procedure before being submitted for an independent review.