How to raise a complaint
Send your complaint in writing to:
- Email: hello@propertysoldsimple.co.uk
- Post: Complaints, Property Sold Simple, 135-143 Union Street, Oldham, OL1 1TE
Please include your full name, the property address relating to your enquiry or sale, the date of the issue and who you spoke to, a clear description of what went wrong, and what you would like us to do to resolve it.
Our response process
We acknowledge your complaint in writing, confirm who is handling it, and give an indication of when you can expect our full response.
We review all correspondence and case notes and send a full written response setting out our findings on each point, the action we propose, whether we accept or reject the complaint and why, and your right to escalate. If a complex case needs more time, we tell you in writing before the deadline with a revised timescale.
If you remain dissatisfied, you can request a final review, which will be carried out by someone not involved in the original transaction or the Stage 2 response. We issue a final written response within 8 weeks of your original complaint.
If you are still not satisfied
Once you have completed our internal process and received our final response, you can seek independent advice or escalate, depending on the nature of your complaint:
- Citizens Advice for general consumer disputes (citizensadvice.org.uk), which can also refer matters to Trading Standards.
- Trading Standards for concerns about misleading practice, via Citizens Advice.
- The Information Commissioner's Office for data protection complaints (ico.org.uk).
- Independent legal advice from a solicitor for contractual or property disputes.
Things we will not do
- Delay responses beyond the published timescales without telling you in advance
- Refuse to investigate a genuine complaint
- Retaliate against anyone for complaining, or let it affect an offer or sale in progress
- Require confidentiality or a non-disclosure agreement as a condition of settlement
- Charge any fee at any stage of our complaints process
Common questions
Is there a time limit for raising a complaint?
We accept complaints raised within 12 months of the issue. We may consider later complaints at our discretion.
Will my sale or offer be affected by complaining?
No. Raising a complaint will not affect any offer in progress, any current sale, or your ability to deal with us in future.
What if my complaint is about my data or privacy?
Raise it with us first under this procedure, then escalate to the ICO if you remain dissatisfied. The ICO is the independent regulator for data protection in the UK.
Can I complain anonymously?
You can, but it limits how we can respond. We will still investigate the substance and use it to improve, but we cannot keep you updated or offer a personalised resolution.