Complaints Procedure

Saddlers has a formal complaints procedure, which is explained below:

1. If you have a problem relating to Saddlers, please discuss this with one of our branch staff. Our aim is to deal with your problem sympathetically, fairly and quickly.

2. If you feel that the matter is not being resolved to your satisfaction, please ask to speak to the Manager of the branch dealing with your enquiry. The Manager will try to resolve the matter on the day you raise your complaint, although whether this is possible will depend on the nature of the complaint.

3. If the response by our branch Manager does not resolve the matter to your satisfaction, you can ask the Manager to refer the complaint to our Proprietor; alternatively you can write to them: Ms M A Froud, Saddlers, Reed House, 1-3 Old Ashford Road, Charing, Kent, TN27 OJG. Your letter should state why you are still dissatisfied and what further action you wish Saddlers to take to fully resolve your complaint. A letter of acknowledgement will be sent to you within 3 working days. It will also:
Set out our understanding of your complaint, and state when we will be able to reply in greater detail. You may also be asked for additional information if this is required to assist in resolving the matter. The Proprietor will fully investigate your complaint and a formal written outcome of the investigation will be sent to you within 15 working days.

4. If you are still not satisfied with our final viewpoint (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.

5. If you are still not satisfied with the steps taken by Saddlers, you can contact: The Property Ombudsman (Telephone 01722 333306 or e-mail [email protected]).

6. You will need to submit your complaint to The Property Ombudsman within 12 months from the date of our final viewpoint, including any evidence to support your case. The Property Ombudsman requires that all complaints are addressed through this in-house complaint procedure, before being submitted for an independent review.

7. The Property Ombudsman’s Office may try to settle the dispute by agreement between you and Saddlers. If this is unsuccessful, The Property Ombudsman will consider all the relevant factors and make a decision according to what he believes to be fair in all the circumstances.

8. The Property Ombudsman will send his decision to you and Saddlers. You can accept or reject his decision. If you reject the Property Ombudsman’s decision, it will lapse and you are free to do as you wish. If you wish to take legal action, you can do so. Your legal rights will not have been affected by The Property Ombudsman’s decision.

Read What Our
Customers Say

Without a shadow of a doubt, Saddlers, have demonstrated the highest level of customer service and professionalism I have experienced. The sale of a family home in very difficult circumstances required patience, understanding, tolerance and empathy, all of which were shown in abundance by Mark and Marilyn. The sale was close to collapse on a number of times, through no fault of Saddlers, and they carefully and with compassion worked through the challenges to keep the buyer fully abreast of the situation and on board.
Aside from this sale, I am a professional Landlord and have never experienced such professionalism and sincerity from an Agent. I don’t like using the word ‘Agent’ as it does not do justice to Saddlers.

Saddlers are the very essence of traditional values. Like the beautiful villages and surrounds in which they work, they are the embodiment of quintessential Britain.
Truly faultless. Do not hesitate to contact them for your requirements if you are looking for honesty, integrity and sincerity.

Mr K

Super efficient service from beginning to the end of house sale. Photography outstanding, feel it sold the property. Staff amazing – calls returned every time and followed through. Huge thank you to all the staff: Marilyn and Rob.

Mr & Mrs W

Rob & Marilyn have been our calming influences in a rocky chain. Nothing has been too much trouble and their valuable experience kept our other “wayward” estate agent in line. They deserve a medal for their patience and understanding. Thank you all @ Saddlers.

Mr H & Miss S

Brilliant, professional service by Robert Sutton during this incredible difficult time. Robert delivered a safe viewing experience with excellent care taken to protect everyone, including the house owners during the appointment. Saddlers went above and beyond providing a relaxed and informative presentation of the property we visited. Highly recommended.

Mr T

We had an excellent experience with Rob, Mark and Marilyn at Saddlers. From the first viewing of the advertised property we were interested in to the final closing, they were responsive and helpful. At the first viewing, Mark kindly showed us a second property better than the one we were interested in — and that was the one we ended up buying. There was never any pressure. Our conveyance process was painfully long and Mark and Marilyn helped greatly with facilitating communication that helped keep us on track.

Mr R

Was a pleasure meeting and doing business with Saddlers they were very accommodating with us when we wanted to have extra viewings of the property we bought from them, Mark especially thanks.

Mr B