We are members of The Property Redress Scheme (PRS) and the National Association of Estate Agents (NAEA Propertymark). We are committed to handling all complaints fairly, consistently and promptly.
In the first instance, please raise your concern with the member of staff you have been dealing with, or contact our office manager directly:
We will acknowledge your complaint within 3 working days and aim to provide a full written response within 15 working days.
If you are not satisfied with our response, you may request that your complaint be reviewed by a senior partner or director. Please write to us at the address above, marking your letter "Formal Complaint — for Director". We will respond within a further 15 working days.
If you remain dissatisfied after exhausting our internal procedure, you may refer your complaint to our independent redress scheme free of charge. You must do so within 12 months of receiving our final written response.
Tenancy deposit disputes are handled by our deposit protection provider. We use the Tenancy Deposit Scheme (TDS). For deposit disputes, please contact TDS directly at tenancydepositscheme.com.
We take all complaints seriously and use feedback to improve our service. If you would simply like to give us feedback — positive or negative — please contact us at info@greenand.co.uk or leave a Google review.