Complaints Handling Procedure

If you are dissatisfied with any aspect of our service, please contact us in the first instance. We welcome the opportunity to resolve concerns informally wherever possible. If your concern cannot be resolved informally, you may make a formal complaint in writing to:

Fraser Stewart, Managing Director
Fraser Stewart Estate Agents Limited
3H St Quivox Road, Prestwick, South Ayrshire, KA9 1LJ
Email: hello@fsea.co.uk
Telephone: 01292 501970

Please provide your name and contact details, the property address, an explanation of your complaint and any relevant supporting information. An authorised representative may act on your behalf. We record all complaints when received, whether made verbally or in writing.

If you need this procedure in an alternative format, or require reasonable adjustments to make a complaint, please contact us using the details above.

We will acknowledge your written complaint within three working days, confirm that it has been received and explain the next steps. We will enclose a copy of this procedure with our acknowledgement. We will maintain appropriate records of the complaint and relevant correspondence.

We will investigate your complaint thoroughly and fairly. As a small, owner-led agency, the Managing Director will ordinarily handle the initial investigation. Where practicable, a complaint will be investigated by someone not directly involved in the transaction.

We will provide a formal written response within 15 working days of receiving your original written complaint. This will explain our findings and any proposed resolution or corrective action. If exceptional circumstances cause a delay, we will explain why and keep you informed.

If you remain dissatisfied with our initial response, you may request a further review by writing to us at the postal or email address in Section 1, explaining why you remain dissatisfied.

While we are a small, owner-led business, Fraser Stewart will personally undertake a fresh review of the complaint and the original investigation. As the business grows, reviews will be carried out by a member of staff not involved in the original matter. We will provide a written response within 15 working days of receiving your review request.

At the conclusion of our internal process, we will issue a Final Viewpoint Letter explaining our position, any proposed resolution and your right to refer the matter to The Property Ombudsman. We aim to complete our internal process within eight weeks of receiving your original written complaint.

If you remain dissatisfied after our Final Viewpoint Letter, you may refer your complaint to The Property Ombudsman, an independent and impartial dispute resolution service that is free to consumers.

The Property Ombudsman
Unit 159756, PO Box 7169, Poole, BH15 9EL
Telephone: 01722 333306
Website: www.tpos.co.uk

You must normally refer the matter within 12 months of our Final Viewpoint Letter. You may also be eligible to refer it if eight weeks have passed since your formal written complaint and the matter remains unresolved. Any referral is subject to TPO eligibility criteria and Terms of Reference.

We will cooperate fully with TPO investigations and comply with binding awards or directions in accordance with its Terms of Reference. Payment of any outstanding agency fees or additional charges is not a condition of having your complaint considered by TPO.

All complaints will be handled professionally, respectfully and without discrimination. We will retain appropriate records of complaints, investigations, correspondence and outcomes. Personal information will be handled in accordance with our Privacy Policy and applicable data protection legislation. Making a complaint will not prejudice your right to a fair and professional service.

We regard feedback as an opportunity to improve our procedures and service. Our objective is to resolve concerns fairly, preserve confidence and uphold the standards on which Fraser Stewart Estate Agents was established.