Complaints

As a client of Fast Track Estate Agency you can expect to receive a premium service from. We strive to maintain high standards but if you believe we have made a mistake, please get in touch with us as soon as possible and we will do everything we can to correct it.

We are also subject to the rules of The Property Ombudsman which gives our clients who are unable to resolve a complaint against us the right to have this reviewed by the independent Property Ombudsman.

We hope that our complaints procedure will resolve any complaint without the need for you to contact the Property Ombudsman. Please note that the Ombudsman will not investigate your complaint before you have completed our complaints procedure and received a letter or email from us giving our final response.

Below is the steps in our complaints procedure. At every stage we promise to listen, to do everything we can to resolve your problem and to make sure you’re happy with the way we do it.

Our Complaints Procedure

If you have an issue with the service you have received from us please discuss this at the earliest opportunity with one of our members of staff. Our aim is to deal with your problem sympathetically, fairly and quickly.

If you feel that the matter is not being resolved to your satisfaction, please ask to speak to the Manager of the department dealing with your enquiry. The Manager will try to resolve the matter on the day you raise your complaint, although whether this is possible will depend on the complexity of the complaint.

If the response by one of our Managers does not resolve the matter to your satisfaction, you can ask the Manager to refer the complaint to one of our Directors. You can us the following email address which will go straight to our Directors: complaints@fasttracksales.co.uk. Alternatively you can write to him at Fast Track Estate Agency, Communications House, 26 York Street, London, W1U 6PZ.

A letter of acknowledgement will be sent to you within 3 working days. It will also set out our understanding of your complaint and state when we will be able to reply in greater detail. You may also be asked for additional information if this is required to assist resolving the matter.

Your letter should state why you are still dissatisfied and what further action you wish Fast Track Estate Agency to take to fully resolve your complaint. The Director will fully investigate your complaint as quickly as possible. By the end of eight weeks following receipt of your complaint, Fast Track Estate Agency will have given you its final response in writing although we would hope to have it resolved well before eight weeks. If you are still not satisfied with the steps taken by Fast Track Estate Agency, you can write to:

The Property Ombudsman Ltd, Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP (Telephone: (01722) 333306 or e-mail: admin@tpos.co.uk).

The Property Ombudsman will consider your complaint, taking into account any points made by you and Fast Track Estate Agency. The Ombudsman may, however, refuse to investigate a complaint when your issue refers to something that happened more than 12 months before you complained in writing to the Member Agency, or you referred your complaint to the Ombudsman more than six months after you received the Member Agency’s final offer of settlement or answer.

The Ombudsman’s Office may try to settle the dispute by agreement between you and Fast Track Estate Agency. If this is unsuccessful, the Ombudsman will consider all the relevant factors and make a decision according to what he believes to be fair in all the circumstances.

The Ombudsman will send his decision to you and Fast Track Estate Agency. You can accept or reject his decision. If you reject the Ombudsman’s decision, it will lapse and you are free to do as you wish.