Complaints Procedure
We’re sorry to hear that our service has fallen below your expectations. If we’ve got something wrong, we want to know about it so we can put it right for you and use what we’ve learned to make improvements for everyone else using Grosvenor Estate Agent too.
Step 1 – Initial Response
When you first raise an issue, we’ll assign you a Team Leader from our Customer Service to try to resolve it as soon as possible.
To raise an issue, you can get in touch by:
Calling us on 020 8550 8788
Emailing us at [email protected]
Writing to us at
Grosvenor Estate Agent
118 Pall Mall
London, SW1Y 5EA
Step 2 – Investigating the complaint
If we can’t resolve your issue we’ll open a formal investigation, and your complaint will be overseen by a dedicated member of the Resolutions Team. They will aim to send you written acknowledgement of your complaint within 24 hours (although in some circumstances it may take up to 72 hours).
The investigation process can take up to 15 working days. If for any reason we need more time, we’ll give you a heads up and put the reason behind the delay in writing. Following the investigation, you will receive a written response which will contain details of what we’ve reviewed, and if we can, how we would like to make things right.
Step 3 – Our final response
At this point, if you’re not satisfied with the resolution, you can request for a senior member of the Resolutions Team to investigate your case. The senior team member will conduct a separate investigation within 15 working days and provide you with a final response.
Step 4 – Next steps
In the rare case that you are still unhappy with the outcome of our investigation and/or the resolution offered, we’ll provide details on how to get in touch with The Property Ombudsman. The Property Ombudsman helps resolve disputes between estate agencies and customers, and it is a free, impartial and independent service for you. Before we get to this stage, we need to have the chance to investigate thoroughly and try to put things right, so please get in touch with us in the first instance.
The Property Ombudsman
Milford House, 43-55 Milford Street
Wiltshire, SP1 2BP
01722 333 306
Please note, if you wish to contact the property ombudsman, you must do so within 12 months of the date of the final response.
