First class customer service is the leading principle behind Robin King Estate Agents and we hope that you are always delighted with your experience when delaying with us. However, we are human and consequently not perfect, so there maybe times when you need to make us aware of something that hasn’t gone as you might have expected. This step-by-step guide will take you though our complaints procedure:

1. If you have a problem relating to Robin King Estate Agents, 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, Dolan Mullans. Dolan will try to resolve the matter on the day you raise your complaint, although further investigation maybe required.
3. If the response by from Dolan does not resolve the matter to your satisfaction, you can ask him to refer the complaint to Robin King; alternatively you can write to him –
Robin King, Robin King Estate Agents, 1 The Cross, Broad Street, Congresbury, BS49 5 DG.
Your letter should state why you are still dissatisfied and what further action you wish Robin King Estate Agents to take to fully resolve your complaint. Robin will write to you within 3 working days to confirm receipt of your complaint. He may also ask you for additional information if this is required to assist resolving the matter. A formal written outcome of this investigation will be sent to you within 15 working days. This will be accompanied by The Property Ombudsman Consumer Guide.
4. If you are still not satisfied with the steps taken by Robin King Estate Agents, you can write to:
The Property Ombudsman Ltd, 43 – 55 Milford Street, Salisbury, Wiltshire, SP1 2BP Telephone: (01722) 333306 or e-mail: [email protected] web: www.tpos.co.uk

5. The Property Ombudsman will consider your complaint, taking in to account any points made by you and us. You must have referred your complaint to the Ombudsman more than six months after you received the Member Agency’s final offer of settlement or answer.
6. The Ombudsman’s Office may try to settle the dispute by agreement between you and us. If this is unsuccessful, the Ombudsman will consider all the relevant factors and make a decision according to what he believes to be fair in all the circumstances.
7. The Ombudsman will send his decision to both you and us. You can accept or reject his decision. If you reject the 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 Ombudsman's decision.
If you have any questions relating to the guide, then please contact us on 01934 876226.