Complaints Procedure

1. Our Commitment

At Winn Estates, we are committed to providing a high standard of service to all our clients and customers. However, if you are dissatisfied with any aspect of our service, we encourage you to let us know so we can investigate and resolve the matter promptly and fairly.

This procedure explains how you can make a complaint and how we will handle it.

2. How to Make a Complaint

If you have a complaint, please submit it in writing and include as much detail as possible, including:

  • Your name and contact details
  • The property address (if relevant)
  • A clear description of the complaint
  • Any relevant dates or documentation
  • What resolution you are seeking

Complaints can be sent to:

Complaints Manager
Winn Estates
201 Church Road
Hove, East Sussex

Email: hello@winn-estates.com

3. Stage One – Initial Review

Once we receive your complaint:

  • We will acknowledge receipt within 3 working days.
  • Your complaint will be investigated by the Complaints Manager or a senior member of staff.
  • We will review the circumstances and any relevant documentation.

You will receive a written response within 15 working days of our acknowledgement. This response will set out:

  • The findings of our investigation
  • Our proposed resolution, if applicable

4. Stage Two – Internal Review

If you remain dissatisfied with the outcome of Stage One, you may request a further review.

Your request should be made within 10 working days of receiving our Stage One response and should outline why you remain dissatisfied.

Your complaint will then be reviewed by a senior director or designated principal who was not directly involved in the original investigation.

You will receive a final written response within 15 working days of the escalation request.

5. Independent Redress

If you are still not satisfied after receiving our Final Viewpoint Letter, you may refer the complaint to our independent redress scheme.

This must normally be done within 12 months of receiving our final response.

Depending on our membership, complaints can be referred to either:

  • The Property Ombudsman
  • Property Redress Scheme

They provide an independent and impartial review of complaints about property agents.

Full details on how to submit a complaint can be found on their respective websites.

6. Timescales

Typical complaint handling times are:

  • Acknowledgement: within 3 working days
  • Stage One response: within 15 working days
  • Final response after escalation: within 15 working days

If additional time is required due to complexity, we will inform you and provide an updated timeframe.

7. Confidentiality

All complaints will be handled confidentially and in accordance with relevant data protection legislation, including the UK General Data Protection Regulation and the Data Protection Act 2018.

8. Record Keeping

We maintain records of all complaints for monitoring and service improvement purposes.