Complaints Procedure

At Major Linkers, we are committed to providing a professional and efficient service to all our clients. If you are dissatisfied with any aspect of our service, we encourage you to tell us so that we can investigate and resolve the matter fairly and promptly.

Step 1 – Making a Complaint

Complaints should be made in writing and include:

• Your full name and contact details.
• Property address (if applicable).
• Details of your complaint.
• Any supporting documents or evidence.
• The outcome you are seeking.

Please send your complaint to:

Complaints Officer
Major Linkers Estate Agency
556 London Road, Isleworth TW7 4EP
Email: info@majorlinkers.com
Telephone: 02085725959

Step 2 – Acknowledgement

We will acknowledge receipt of your complaint within 3 working days and provide you with the name of the person handling your complaint.

Step 3 – Investigation

Your complaint will be investigated by a senior member of staff who was not directly involved in the matter where possible.

We will:

• Review all relevant records and correspondence.
• Speak with the staff involved.
• Consider all evidence provided.

Step 4 – Final Response

We aim to provide a full written response within 15 working days of receiving your complaint.

Our response will include:

• The findings of our investigation.
• Whether the complaint has been upheld, partially upheld, or rejected.
• Any proposed remedy or corrective action.

If additional time is required, we will keep you informed and explain the reasons for the delay.

Step 5 – Escalation

If you remain dissatisfied with our final response, please contact us again within 10 working days and request a review by the Managing Director.

We will undertake a final internal review and provide our decision within 15 working days.

Step 6 – Independent Redress

If you are still dissatisfied after our final response, or if more than 8 weeks have passed since you first raised your complaint, you may refer the matter to our independent redress scheme:

The Property Ombudsman (TPO)
The Property Ombudsman
For further information, please visit:
The Property Ombudsman

Complaints must normally be referred to the Ombudsman within 12 months of receiving our final written response.

Confidentiality

All complaints will be handled confidentially and in accordance with applicable data protection legislation, including the UK General Data Protection Regulation (UK GDPR).

Continuous Improvement

Major Linkers values feedback and use complaints as an opportunity to improve our services, procedures, and customer experience.