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Complaints Handling Procedure

In the event of a client having a complaint regarding any aspect of the services provided by Urban Sale and Let Limited, the staff member will in the first instance endeavour to resolve any oral complaint before it develops into a formal written complaint.

Who to Contact

Our Managing Director Josh Buchanan deals with complaints. If you have a question or if you would like to make a complaint, please do not hesitate to contact him. If you have initially made your complaint verbally – whether face-to-face or on the telephone – please also make it in writing addressed to Josh Buchanan marked confidential. Josh Buchanan may refer the matter to a senior manager within the Company in an effort to deal with complaints promptly and in an expeditious manner.

When will the complaint be responded to?

Once we have received your written complaint, Josh Buchanan will contact you in writing within seven days. At this stage we will give our understanding of your case. We will also invite you to make any further comments that you may have in relation to this.

What action will be taken?

Within twenty-one days of receipt of your written summary, Josh Buchanan will conduct an internal investigation of the facts and issues constituting the client complaint and write to you to inform you of the outcome of his internal investigation and let you know what action we have taken or will take.

What if the client is still not satisfied?

If, after receipt of the report and any subsequent correspondence the client remains dissatisfied, the client is free to request that an independent body review the complaint.

Josh Buchanan –

Consumer Redress Scheme:
Urban Sale and Let Limited are registered with the Property Redress Scheme which is an approved redress scheme for estate agents under the Consumers, Estate Agents and Redress Act 2007.

The contact details for the Property Redress Scheme are:

Property Redress Scheme
Premiere House
1st Floor
Elstree Way

Telephone: 0333 321 9418
Email: or via the on-line form which can be found at