Complaints Procedure

Have we done something wrong? If so, let us know.

As a SnowGate customer we want you to experience a service that is both friendly and professional, from start to finish. 

Whether you’re buying, selling, letting, renting, or using any of other services, we’re committed to ensuring that our advice and behaviours reflect our core values of honesty and integrity.

However, we’re all human, and sometimes things go wrong. 

So we want you to feel free to let us know. We pride ourselves on being straightforward. And we hope you can be too. By talking to us, we can get to the crux of the issue and solve the problem. It also means that we can learn from our mistakes and correct them.

All we ask you to do is to put your complaint in writing, including as much detail as possible. Following our internal investigations on the matter, we will then respond in line with the timeframes set out below. 

Should you feel we have not sought to proactively address your complaints within eight weeks, you also have the right to refer your complaint to the Property Ombudsman to consider, without our final input.

Here’s what happens next

In the first instance, when you submit a letter of complaint to us, this is what we will do. 

  • We will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.
  • We will then investigate your complaint. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you.  
  • A formal written outcome of our investigation will be sent to you within 15 working days of us sending you our initial letter of acknowledgement. 
  • If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff. 
  • We will then write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
  • If you are still not satisfied after the last stage of our 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.

The Property Ombudsman
Milford House
43-55 Milford Street
01722 333 306  

Please note the following:

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 stipulates that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.