Complaint Procedure

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Complaints Procedure

I am The Agent’s complaints procedure has been structured to ensure that any concerns are dealt with as quickly and efficiently as possible.

Please follow the below process in the event of a complaint:

Speak to your Negotiator or Manager or Client Service Representative you have been dealing with.

If the above contact cannot satisfy or assist your concerns efficiently we ask you to then raise the issues verbally with the Manager of the I Am The Agent head office. If this has not satisfactory resolved the matter you will need to raise a complaint as follows:

Write to the Director:

Your complaint will be acknowledged within three working days of receipt and an investigation undertaken.

A formal written outcome of the investigation will be sent to you within 15 working days.

Write to the Director of Customer Services and Compliance of

I Am The Agent
Director of Customer Services and Compliance, The Fuel Tank, Creative Road, London, SE8 3LE

This complaint will also be acknowledged within three working days of receipt and an investigation undertaken.

A formal written response will be sent to you within 15 working days.

Following the Director of Customer Services and Compliance's investigation, a written statement expressing I Am The Agents' final view will be sent to you. This will include any offer made.

This letter will confirm that you are entitled if dissatisfied to refer the matter to The Property Ombudsman within six months for a review. Here is a link to the The Property Ombudsmen: