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Terms & Technical

Chestertons’ Complaints Procedure

At Chestertons, we endeavour to provide the highest levels of service. We do however recognise that on occasion things do not go according to plan. In such instances, Chestertons operates an internal complaints procedure.

In the first instance, please contact the manager of the office or department concerned. If you are unable to resolve the matter with the branch/department manager and wish to escalate your complaint, please send a summary of your complaint by email to customer.service@chestertons.com or write to:

Chestertons Customer Services
44-48 Old Brompton Road
South Kensington
London
SW7 3DY

We will acknowledge receipt of your written complaint within three days, and tell you who will be investigating your complaint. Within a further 15 working days the relevant person will write to you to inform you of the outcome of the investigation into your complaint and to let you know what (if any) actions have been or will be taken.

This response will express Chestertons’ final view. If you remain dissatisfied, you are entitled to refer the matter to The Property Ombudsman within twelve months for a review.

Please note that the Property Ombudsman will only review complaints made by consumers of Chestertons Residential Sales and Lettings services. For complaints involving Chestertons’ Professional Services and commercial clients, Chestertons will agree a referral of the complaint by mediation with you in accordance with the RICS Dispute Resolution Service (DRS).