Hamptons strives to ensure that the process of buying, selling and letting is as smooth as possible. However, in what can be a stressful transaction occasionally things may not go according to plan. With this in mind, we have a rigorous process in place to ensure any grievances that may arise are resolved as quickly as possible.

All Hamptons’ employees take customer satisfaction very seriously. When you contact your local branch, we will endeavour to resolve the issue immediately and professionally.

Step 1: Initial Investigation

When you contact your local branch, your complaint will be dealt with as effectively as possible in accordance with our Customer Care Procedure and someone will take personal responsibility for it.

Where possible, we endeavour to resolve issues at branch level, involving the people who know you and your transaction best.

However, if you feel that your complaint has not been dealt with to your satisfaction, we would like to know about it at our Head Office so that we can ensure it is resolved in a timely manner.

Step 2: Logging your complaint with our Customer Care Department

If the matter cannot be resolved at branch level or you have submitted a written complaint, your complaint will be escalated to our Customer Care Department at:

Head Office
Hamptons International
32 Grosvenor Square
London
W1K 2HJ

Tel: +44 (0)20 7758 8488
(and ask to be put through to the Customer Care Department)
Fax: +44 (0)20 7758 8489
Email:customercare@hamptons-int.com

At this stage, the Customer Care Department becomes responsible for the remainder of the process. They will write to you within 3 working days of our receipt of your letter of complaint or escalation from the branch acknowledging your complaint and informing you that the complaint has been escalated and will arrange for an investigation by the relevant Regional Director. The Regional Director will then respond to you within 15 working days from the date of the acknowledgement letter.

Step 3: Further senior review

If you are not satisfied with the outcome of the investigation by the Regional Director, you may write to the Customer Care Department who will then refer your complaint to Hamptons’ Legal Director who will conduct a final review.

The Legal Director will then provide you with a full written response on our final position within 15 working days from the date of receipt of your letter expressing your dissatisfaction with the response of the Regional Director.

Step 4: Referral to trade organisations

We genuinely hope that all concerns can be settled amicably between us. However, if you remain dissatisfied you may seek redress through governing bodies that regulate the profession, such as the Ombudsman for Estate Agents and the Association of Residential Lettings Agents. Any referral to the Ombudsman must be made within six months of the date of our final decision on the matter. Details of these organisations are as follows:

Ombudsman for Estate Agents
Beckett House
4 Bridge Street
Salisbury
Wiltshire
SP1 2LX

The Association of Residential Letting Agents (“ARLA”)
Arbon House
6 Tournament Court
Edgehill Drive
Warwick
CV34 6LG

Please note that neither the Ombudsman nor ARLA will consider your complaint until you have exhausted our internal procedure.

Should you need to talk about your complaint at any stage of the process, please call + 44 (0)20 7758 8488 and ask for our Customer Care Department.

NOTE: this procedure does not apply to mortgages or insurance services that you have received from Hamptons. If you have a complaint in relation to these services, please contact the Customer Care Department for further information as to the relevant procedure.