Complaints Procedure

Raising a formal complaint

  • Edwards Estates Limited, a member of the Property Ombudsman aims to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded, a complaints procedure has been introduced. This provides for the matter to be dealt with internally by Mr Grant Edward Brooks and in the event that we are not able to deal with the issue to our mutual satisfaction, by reference to the Property Ombudsman.

  • If you believe you have a complaint, please write in the first instance to the Director at the address detailed below; Mr Piers La Fosse Edwards, 111 Old Christchurch Road, Bournemouth BH1 1EP

  • Your complaint will be investigated thoroughly in accordance with established in- house procedures and a formal reply will be sent to you within 15 working days of receipt of your complaint.

  • If you are not satisfied with the outcome of our initial investigation, you are provided with a further opportunity to have the complaint further reviewed by the Managing Director if you so wish.

  • In the event that the final review as detailed above still fails to satisfy your complaint, then you are at liberty to have the matter refereed to The Property Ombudsman. We will submit our file to The Ombudsman on request. You are entitled to have your complaint referred to the Ombudsman should we fail to deal with matters promptly or do not comply with our in- house complaints procedure within 8 weeks from the date we receive your written notification. At the following Address: The Property Ombudsman, Beckett House, 4 Bridge Street, Salisbury, Wiltshire, SP1 2LX Email: Show Email