Complaints Procedure

Customer Redress & Resolution

Pure Estates is committed to providing an excellent service, but we recognise that sometimes things may go wrong. Our complaints procedure is designed to resolve any issues fairly, efficiently, and in full compliance with The Property Ombudsman (TPO) Code of Practice.

How to Submit a Complaint

All complaints must be submitted in writing to ensure clarity and proper handling. You can submit your complaint by email or post using the details below:

✉️ Email: info@pureestates.com (please include "Complaint" in the subject line)

📬 Post: Complaints Department, Pure Estates, 303 Romford Road, London, E7 9HA, United Kingdom

📞 Telephone enquiries: 0208 555 2550 (for procedural questions only; formal complaints must be in writing)

Our 4‑Step Complaints Process

We follow a clear, structured timeline to ensure your complaint is handled thoroughly. Below is an outline of each stage.

Step 1: Acknowledgement

We acknowledge receipt of your complaint

Once we receive your written complaint, a member of our customer relations team will send an acknowledgement. You will receive this within 3 working days from the date we receive your complaint. The acknowledgement will include the name and contact details of the person handling your case, along with a brief outline of the next steps.

Step 2: Investigation

Full investigation & written response

We will carry out a thorough, impartial investigation into the issues you have raised. This may involve reviewing correspondence, speaking with relevant team members, and examining transaction records. We aim to provide you with a full written response within 15 working days of receiving your complaint. If we need more time due to complexity, we will notify you and agree upon an extended timescale. Where possible, we will resolve your complaint at this stage.

Step 3: Final Viewpoint Letter

If unresolved – final viewpoint letter

If, after our investigation, your complaint remains unresolved, we will issue a Final Viewpoint Letter. This letter will set out our final position, summarise our findings, explain any actions we have taken, and provide a clear justification for our decision. The Final Viewpoint Letter will also include information about your right to refer the matter to The Property Ombudsman, including relevant time limits. This letter marks the conclusion of our internal complaints process.

Step 4: Independent Redress

Referral to The Property Ombudsman

If you remain dissatisfied after receiving our Final Viewpoint Letter, you may refer your complaint to The Property Ombudsman (TPO) for an independent review. Please note that you must refer the matter to the Ombudsman within 12 months from the date of our Final Viewpoint Letter. The Ombudsman’s decision is binding on us where you accept the award. This service is free of charge for consumers and provides a fair, impartial conclusion.

🔗 The Property Ombudsman
Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP
📞 01722 333306 | 🌐 www.tpos.co.uk
✉️ admin@tpos.co.uk

                            📌 Important Notes
                            We handle all complaints confidentially and without prejudice to any of your legal rights.
If your complaint relates to a regulated activity (e.g., tenancy deposit protection or anti-money laundering procedures), we will ensure additional regulatory standards are met.
We keep a central register of all complaints for monitoring and training purposes, as required by The Property Ombudsman.
You are entitled to seek independent legal advice at any stage of this procedure.

                        

Escalation to The Property Ombudsman – Conditions

As a member of The Property Ombudsman scheme, Pure Estates is fully committed to adhering to the Ombudsman’s decisions. To ensure a smooth referral, please be aware of the following conditions:

You must have completed our internal complaints procedure (including receipt of the Final Viewpoint Letter) before approaching TPO.
Your referral must be made within 12 months of the date of our Final Viewpoint Letter.
The complaint must relate to our estate agency or property management activities after 1st October 2016 (or relevant TPO jurisdiction period).
You cannot refer a complaint that is already subject to legal proceedings.

We will cooperate fully with the Ombudsman and abide by any determination or award made, up to the financial limit specified in the TPO scheme (currently £25,000 for loss or inconvenience).

📞 For questions about the complaints process, contact our Quality & Compliance Team: info@pureestates.com or call 0208 555 2550 (ask for the Complaints Handler).

Last updated: 1st May 2026. This Complaints Procedure complies with The Property Ombudsman’s Code of Practice and UK consumer protection regulations.

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