Complaints Procedure

At Property Rescue we place customer service at the core of everything we do.

We appreciate that selling a property can be a stressful time and we aim to make the whole process as stress free as possible.

We know however that on occasion things don’t go as planned and we welcome complaints so that we can improve our service.

We will investigate any complaint thoroughly and transparently. We endeavour to resolve matters to your satisfaction and in a timely manner.

First Steps

In many cases a chat with a manager will resolve any issues or concerns.

If they are unable to resolve the complaint to your satisfaction, then you can formalise your complaint and send it via email or post to –

Phone: 0208 634 0220


Post: Client Care,

Property Rescue
1 Delta Court

Our Resolution

  1. Initially if you call us, we will make every effort to resolve the matter on that call.
  2. If your complaint is made in writing, we will acknowledge receipt within 3 working days of receiving the complaint. We will also inform you who will investigate the complaint and when you will have their reply.
  3. Your complaint will be investigated, and we will provide a formal written response addressing your specific complaints and proposing resolutions where appropriate

The Property Ombudsman

If you are still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge. You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.

The Property Ombudsman
Milford House
43-55 Milford Street
01722 333306

Download Code of Practice for Residential Property Buying Companies here