National Property Trade's Team Photo

1. Introduction

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.

2. Making a complaint. Resolving a complaint.

What to do if you’re not satisfied with our service:
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.

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.

By phone

Call us on the numbers below and we will be able to assist you.

Local rate number: 0207 801 4141

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 a course of action with you and provide you, where possible, with clear timeframes and next steps for the resolution of your complaint.

By email

Please send your email to progression@nationalpropertytrade.com and allow 24 hours for a reply.

By post

It’s not as quick, but if you’d prefer to send us a letter, you can write to us at:

Complaints,
National Property Trade,
3 Leeward House, Plantation Wharf,
London,
SW11 3TX

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:

Citizens Advice
https://www.citizensadvice.org.uk/consumer/get-more-help/report-to-trading-standards/

Trading Standards Service
http://www.tradingstandards.uk/advice/

Advertising Standards Authority (if your complaint is about is about our advertisements online or in print media)
www.asa.org.uk/Consumers/How-to-complain.aspx

National Property Trade is rated 4.90 stars by Reviews.co.uk based on 223 merchant reviews

4.90 / 5 Rating
223 Reviews
Our sale completed last Friday and I have to say we were very impressed with the whole service we received.
Just a very quick message to say I have now received your bank transfer of £10,000, thankyou so much! I must say I am incredibly impressed with your business model to date, and the concept in general is a stroke of pure genius and hopefully the way forward for more people to sell in the future. And you personally, of course, made what could have been a rather tedious and unpleasant process much more palatable - and I am supremely confident that you have a very bright future ahead of you Sam, richly deserved. With very best wishes
Valuers did not turn up for appointments, survey took two weeks to carry out, over a month from first contact to initial payment. Not a 7 day no hassle service at all, we wait to see how the assisted sale will pan out, but not optimistic.