Complaints procedure

If something goes wrong

Vine Estates is one person, so in the first instance the person you tell is the person who can fix it. Most things are resolved with a phone call.

If you would rather put it in writing, or a call hasn’t sorted it out, this is the formal procedure.

Step one — tell us

Write to David Johnston at david@vine-estates.com.

Please set out what has gone wrong and what you would like us to do about it. If you have supporting documents, send them too.

Step two — we acknowledge it

We will acknowledge your complaint in writing within three working days of receiving it.

Step three — we investigate and respond

We will investigate properly and send you a full written response within fifteen working days of acknowledging your complaint. If for any reason we need longer, we will tell you why and when you can expect to hear.

Step four — if you are still not satisfied

Write and tell us. We will review your complaint again and write to you with our final viewpoint on the matter.

Step five — The Property Ombudsman

If you are still unhappy after our final viewpoint, you can refer your complaint to The Property Ombudsman, free of charge.

Two things to know about the time limits:

• You have twelve months from the date of our final viewpoint letter to refer the matter to the Ombudsman.
• The Ombudsman will normally expect you to have raised the complaint with us within twelve months of the event, or of when you became aware of it.

The Ombudsman will not normally consider your complaint until you have been through our procedure.

We are members of The Property Ombudsman scheme for Residential Sales and follow its Code of Practice.