Complaints Procedure

Stenson & Co Estate Agents Ltd is committed to providing a high standard of service. If something goes wrong, we want to hear about it so we can put it right. This procedure explains how to raise a complaint and what happens next.

Step 1 — Tell us

Please put your complaint in writing to us at 89 Stenson Road, Derby, DE23 1JX or by email to hello@stensonandco.co.uk, including as much detail as possible. We will acknowledge your complaint in writing within 3 working days.

Step 2 — Investigation

We will investigate your complaint and send you a written outcome (our "final viewpoint") within 15 working days. If we need more time, we will let you know.

Step 3 — Independent redress

If you remain dissatisfied after receiving our final viewpoint, you may refer your complaint to the independent redress scheme of which we are a member.

To be confirmed before launch: our approved redress scheme membership (The Property Ombudsman or the Property Redress Scheme) and membership number will be stated here. A UK estate agent must be a member of an approved redress scheme.