Complaints Procedure

In the event that you are dissatisfied with our service, we would really appreciate hearing about it so that we may aim to resolve the situation. Our complaints procedure is as follows:

In the first instance, please do feel free to discuss the situation with one of our Associates. If you are unhappy with the way that he/she deals with your complaint, you may ask for details to be referred to the Office Manager.

The Office Manager will ask you to place your complaint in writing, and acknowledgement of receipt of this will be sent to you within 72 hours. A review of your complaint will be made and a formal response given within 14 days.

In the event that you are still unsatisfied, you may ask for your case to be referred to a Director of the company. Again, your letter will be acknowledged within 72 hours and a final viewpoint decision given to you in writing within 2 weeks.

If you are unhappy with our final viewpoint, you may ask for the complaint to be considered by the Ombudsman for Estate Agents. The Ombudsman details are as follows:

The Property Ombudsman,
Milford House, 43-55 Milford Street,
Salisbury,
Wiltshire, SP1 2BP

Feb
23
2020

Haleh

This was my first property purchase and Ashtons were great. Louise Harrod was very helpful, so lovely and kept me updated throughout the process.

Feb
21
2020

Gemma & Richard Brant

Stacey has been excellent at keeping us up to date on the sales process, extremely proactive and kept all parties on track. We are very...

Feb
19
2020

Bob Kay

Ashtons were very focused and professional during a hard, long grind.

Feb
17
2020

Javier Serpa

All the team have been amazing. Super professional and giving all attention to our needs to address them in the best possible way. Special thanks...

Feb
15
2020

Anonymous

Louise Walker has been meticulous at keeping me informed during the purchase proceedings and liaising with my solicitor.

Feb
13
2020

Jackie Blacker

Sam Ward is amazing. A credit to the company. He was so helpful to us. He went above and beyond for us. He was always...

Feb
11
2020

Linda Danvers

Ashtons were outstanding, professional and supportive at all times. I would like to thank John, Steve, Sam and especially Tom who never gave up and...

Feb
09
2020

Anonymous

Viewing agents were, without fail, excellent; always polite, never late, friendly and accurate.

Feb
07
2020

Mr & Mrs Carey

Stacey Gorham was faultless in her persistence in chasing up on enquiries and very helpful throughout. Kept us calm when things were getting delayed higher...

Feb
05
2020

Anna Bohan

A pleasure to deal with. Knowledgeable, helpful, professional, reliable (they phone and do what they say they are going to do), patient, always courteous.

Feb
03
2020

Helen

We used Ashtons as we bought our house through you and had such a good experience that when we needed to rent, we didn't look...

Jan
31
2020

Nick Lowe

Accurate valuation, supportive and friendly.


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