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.

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.

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,
Stephenson House,

2 Cherry Orchard Road,

Croydon,

CR06BA

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:

https://www.tpos.co.uk/

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

Trading Standards Service
https://www.tradingstandards.uk/consumers

Advertising Standards Authority (if your complaint is about is about our advertisements online or in print media)
https://www.asa.org.uk/make-a-complaint.html

National Property Trade is rated 4.91 stars by Reviews.co.uk based on 248 merchant reviews

4.91 / 5 Rating
248 Reviews
Over the moon with NPT and especially Sam. Great work from a fantastic company. We would have no hesitation recommending NPT.
Excellent service received from Danny and we have no hesitation in recommending National Property Trade
Thank you to Oliver and Daniel for being very professional throughout the sale of our property.