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Betterhomes Complaints Procedure

We always strive to give you the best customer service, but we recognise that at times we may not meet your expectations.

If you’re not satisfied with the service you have received, we encourage you to first speak directly with your representative agent to resolve the issue.

If you are unable to resolve the issue directly with your agent and wish to take the matter further, please follow the steps below:

Tell us what happened
Please submit a written complaint detailing the nature of your complaint, the property address it is in relation to and the specific branch involved. It will then be raised with the relevant Branch Manager, who will seek to resolve your complaint. We’ll need some time to thoroughly investigate, but you will receive an acknowledgment of your complaint within 3 working days, and we will aim to provide a written response within 15 working days.
Need more assistance?
If our response does not resolve your concern, please let us know by setting out the reasons by reply to our initial complaint response. We will then escalate the matter to a more senior member of staff. We will acknowledge the complaint escalation within 3 working days. You will receive a final response, including the outcome of your case, within 15 working days.
Make a Complaint
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