At Estate Research, we believe that the quality of our service should be consistent regardless of who is responding to the enquiry or who the customer is.

We have developed a robust complaints procedure to ensure complaints are fairly dealt with in a timely manner.

  • Complaints can be made at any time: either orally or in writing.

  • Oral complaints will be transcribed immediately and placed upon file and within a complaints folder held at the head office.

  • We shall seek to use our best endeavours to resolve all complaints in a timely and amicable manner.

  • If the complainant seeks further redress the matter will be transferred to Aidan Hutchings (Managing Director) for internal investigation. If a complaint proceeds to this stage, the complainant will be informed in writing within 2 working days.

  • We aim to investigate and reply to all complaints within 10 working days.

We also have a customer care manual and associated flowchart downloadable from our website.