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Resolving a customer complaint


Our promise to you

At Resides Swindon, we do everything we can to make the process of buying and selling a residential property as easy and stress-free as it can be.

We do need to consider that house buying and selling is a complex process with a considerable number of opportunities for aspects to slow down and problems to arise.  We make you a promise to provide the best customer service, through proactive communication and prompt action at every step of the way to foresee and overcome any such obstacles.

If there is any aspect that you feel could be done by us differently, don't hesitate to get in touch with us and we endeavour to do everything in our power to resolve your issue.


We further protect you from the potential of poor service with our membership to the Property Ombudsman scheme. If we cannot resolve your issue to your satisfaction, we are part of the scheme to ensure you will have fair arbitration to ensure you get the service you deserve.

Our complaints procedure

If you do have a complaint, our procedure is as follows:

Stage one - formal complaint

A senior manager will take personal responsibility for investigating your complaint fully and advising you of the remedial action that we can take to resolve the issue.  We will provide you with a firm plan of action and the time it will take to implement this plan.

  • We will send a written confirmation of receipt of your communication within 3 working days of receiving your complaint

  • We will provide a written outcome of our investigation and our plan of action within 15 working days of receiving your complaint

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Stage two - escalation to Managing Director

If our plan of action does not meet with your approval we ask that you please provide feedback in writing and this will be escalated to our Managing Director for review.

  • We will send a written confirmation of receipt of your communication within 3 working days of receiving your complaint

  • We will provide a written outcome of our Managing Director's investigation within 15 working days

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Stage three - The Property Ombudsman

If our plan of action and subsequent Managing Director investigation falls short of your expectations, or we do not adhere to the agreed plan, or 8 weeks elapse from when you first made a complaint and we have not resolved your issue, the Property Ombudsman is available to investigate and review your complaint without charge.  Please note that they will not review your complaint unless the above process has been carried out.

To make a complaint to Resides Swindon or escalate to our Managing Director, please email us here

The Property Ombudsman advise that you must submit your complaint to them within 12 months of your final letter.  The Property Ombudsman also advise that you must make a formal complaint to your estate agent first, outlining all of the aspects that you are dissatisfied with and what you expect to happen before they will consider your complaint.

The Property Ombudsman

The Property Ombudsman Ltd

Milford House

43-55 Milford Street





01722 333 306


If in the unliklely event we have not been able to resolve your issue you can escalate your complaint to The Property Ombudsman here:

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