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. In all but exceptional cases, by the end of five weeks following receipt of your complaint, Saddlers will have given you its final response by a letter from the Proprietor. This will be accompanied by The Property Ombudsman Consumer Guide.

5. If you are still not satisfied with the steps taken by Saddlers, you can write to: The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SPI 2BP (Telephone 01722 333306 or e-mail admin@tpos.co.uk).

6. The Property Ombudsman will consider your complaint, taking in to account any points made by you and Saddlers. The Property Ombudsman may, however, refuse to investigate a complaint where your issue refers to something that happened more than 12 months before you complained in writing to the Member Agency, or you referred your complaint to The Property Ombudsman more than six months after you received the Member Agency’s final offer of settlement or answer.

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

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

We recently sold our house in the village through Saddlers as our local agent and was very pleased with the service. We were fully kept up to date on all aspects of the process, with very professional photos and brochures, viewing feedback and updates as the sale progressed and concluded. The whole team, Marylin, Rob and Mark all Certainly went above and beyond and really demonstrated their value vs online estate agents i’d used previously. I would fully recommend them.

Mr P

Saddlers were excellent helping us to Sell our family home at a very difficult time in our lives and we would have no hesitation in recommending them in the future.

Rob’s photography is exceptional and the sales brochure of an extremely high standard.

Thank you Rob and Marilyn for your care and kind support throughout and finding us an excellent buyer.

Mrs N