Our Complaints Procedure
At National Property Trade, we aim to give you the best customer service possible. But if you feel we’ve fallen short of this, please let us know. We’ll work with you to put things right and we’ll always try to use your feedback to improve things where we can.
This Code lets you know how to go about making a complaint and how to take it further if you need to.
Making a complaint. Resolving a complaint.
If you’re unhappy with our service, please let us know as soon as you can. We’ll do our best to put things right.
If you have a complaint, we’ve set out our formal internal complaints procedure below. We are fully committed to addressing all complaints, fully and fairly, and in a reasonable time frame.
We prefer to resolve complaints by telephone – but if you’d prefer to receive a response in writing, then please ask. We aim to respond to all complaints within 28 days.
How to get in touch:
There are 3 easy ways to get in touch. So we can get back to you sooner, let us know details like your account number, address and contact number when you contact us.
Call us on the numbers below and we will be able to assist you.
Free phone number: 0800 298 3140
We will try our best to resolve your complaint during your initial phone call. However, where this is not possible, we will agree on a course of action with you and provide you, where possible, with clear timeframes and next steps for the resolution of your complaint.
Please send your email to firstname.lastname@example.org and allow 24 hours for a reply.
It’s not as quick, but if you’d prefer to send us a letter, you can write to us at:
National Property Trade,
If you remain dissatisfied:
If you are not satisfied with the way National Property Trade has dealt with your complaint then you can refer the matter to:
The Property Ombudsman:
Trading Standards Service
Advertising Standards Authority (if your complaint is about is about our advertisements online or in print media)