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

Please note the following:

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.

May
21
2022

Ed Beauchamp

Client rated 10

Emily Ward has been superb from start to finish. She supported and reassured us when things got stressful. We would highly recommend Ashtons & Emily...

May
20
2022

Michelle Betts

Client rated 10

My first contact was with Olivia, who was enthusiastic and helpful in finding us a property. Sam was our second contact, who has been very...

May
19
2022

Jim Cooper

Client rated 9

Everyone has been helpful and allowed the process to run smoothly. Harrison was great on viewing, Nic equally so when guiding us through the sealed...

May
14
2022

Joseph

Client rated 10

Chris H was extremely professional and helpful as always. Great service!

May
13
2022

Anonymous

Client rated 10

Everyone at Ashtons was professional, attentive and dealt with all requests promptly and efficiently. It was a pleasure to speak any of them.

May
12
2022

Karen Churchill

Client rated 10

Ashtons are by far the best estate agent in Welwyn and we’ll always use them for selling our property moving forwards. The team at Ashtons...

May
05
2022

Steve Warner

Client rated 10

Tom did a great job marketing & drumming up interest, along with Olivia. Sam was simply awesome in pushing what was a protracted sale through....

May
04
2022

Maxine Bates

Client rated 10

Chris and Charlotte were brilliant.

Apr
17
2022

Andy Holmes

Client rated 10

Ashtons were great to deal with. The whole team are so friendly and professional.

Apr
16
2022

Jamie Birchall

Client rated 9

Chris in Welwyn Garden City made the whole process as smooth as possible and kept in touch with all the necessary points that had to...

Apr
15
2022

Ashley Chin

Client rated 10

Definitely the best! Honestly so welcoming, sometimes agents come across really tired and judgemental. This was not case here. Definitely the best service I’ve experienced!...

Apr
14
2022

Georgia Reynolds

Client rated 10

Really efficient and good at keeping us updated.


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