Austin Hawk Estate Agents – In-House Complaints Procedure

We’re committed to delivering an exceptional level of service. If you feel we’ve fallen short, we want to know so we can put things right as quickly as possible.

If you wish to make a complaint, please submit it in writing to info@austinhawk.co.uk and include as much detail as you can. Once received, we will respond within the timeframes outlined below. If you believe we have not addressed your concerns within eight weeks, you may be able to refer your complaint to The Property Ombudsman without our final response.

---

What Happens Next

1. Acknowledgement

We will acknowledge your complaint in writing within three working days, and enclose a copy of this procedure for reference.

2. Initial Investigation

Your complaint will be investigated by the Office Manager, who will review your file and speak with the member of staff involved. You will receive a formal written outcome within 15 working days of our acknowledgement.

3. Further Review (If Required)

If you remain unhappy with the outcome, please contact us again. A senior member of the team will carry out a separate and independent review. A final written response will be provided within 15 working days of receiving your request for further review.

---

If You Are Still Dissatisfied

You may refer your complaint for an independent review by The Property Ombudsman:

The Property Ombudsman Ltd
Milford House
43–45 Milford Street
Salisbury
Wiltshire
SP1 2BP
Tel: 01722 333 306
Web: www.tpos.co.uk

Complaints must be submitted to The Property Ombudsman within 12 months of receiving our final viewpoint letter, and you should include any supporting evidence.

Please note: The Property Ombudsman requires all complaints to be fully addressed through our in-house procedure before they can undertake an independent review.