If you have the unfortunate need to make a complaint, please follow the steps outlined below -
1. Contact the Department Manager
Please initially contact the Manager in charge of the department concerned. If your complaint was made verbally in person or over the phone, please also put it in writing so we have a clear and formal record. The Manager will investigate and aim to resolve your complaint as quickly as possible. You’ll receive a full response or an update on progress within 15 working days. If you are satisfied with the outcome, the matter will be considered closed.
2. Escalate to the Managing Partner
If you’re not satisfied with the outcome, you can escalate your complaint to:
Mr. Elliott Pollard – Managing Partner
Mays Estate Agents
290 Sandbanks Road
Lilliput
Poole BH14 8HZ
He will acknowledge your complaint within 3 working days and work with you to resolve it.
3. Contact the Property Ombudsman
If we cannot agree on a resolution, or if you prefer, you can take your complaint to:
The Property Ombudsman
Unit 159756
PO Box 7169
Poole, Dorset BH15 9EL
Tel: 01722 333306
You will need to provide details of your complaint with copies of all the correspondence with the business.
For complaints about estate agency services, residential property sales, or residential lettings, we are affiliated with the Ombudsman Service and Propertymark. We aim to handle every complaint fairly, transparently and as quickly as possible.
