Complaints Procedure

A complaint against a Guild Member Agent

To be a Guild Member Agent, each business is required to be a Member of a redress body and have their own internal complaints procedure. A copy of their policy may be available on the relevant Member’s website or this can also be obtained by contacting the Member directly.

If you wish to make a complaint against a Guild Member, then please detail your complaint directly to the relevant agent directly in writing, and they will respond in accordance with their documented policy.

If you have any subsequent problems or concerns, then you may notify us in writing via complaints@guildproperty.co.uk. We will acknowledge your complaint within three working days and respond with our findings within 15 days.

A complaint against The Guild of Property Professionals

If you have a complaint against our company (The Guild of Property Professionals), please follow the Complaints Procedure outlined below:

Submit your complaint in writing to complaints@guildproperty.co.uk. We will acknowledge receipt of your complaint within three working days and respond in writing to you within 15 days. You will be advised who is the best person to investigate and respond to you, depending on the nature of your complaint.

If you are dissatisfied with the response, you can escalate your complaint to Iain McKenzie (CEO of The Guild) by emailing iain.mckenzie@guildproperty.co.uk. You can also submit your complaint in writing to: Paul Offley, The Guild of Property Professionals, 121 Park Lane, Mayfair, London, W1K 7AG. We will then investigate and reply with a resolution within 15 days of receipt.

Data Protection Complaints

Should you wish to raise a complaint regarding the handling of your personal data, then you may do so by contacting us either by email or letter using the details provided below.

Paul Offley, Data Protection Officer – paul.offley@propertyfranchise.co.uk

All data protection complaints will be acknowledged within 30 calendar days of receipt.

Complaints will be investigated promptly, fairly, and without undue delay, and the complainant will be informed of the outcome of the investigation as soon as reasonably practicable.

A record of all complaints, investigations, decisions, and actions taken will be maintained. If you remain dissatisfied with our outcome, they you have a right to make a complaint to the Information Commissioner's Office (ICO)

Information Commissioner’s Office (ICO):

• Website: www.ico.org.uk
• Telephone: 0303 123 1113
• Address:
  Wycliffe House
  Water Lane
  Wilmslow
  Cheshire
  SK9 5AF [1]