Complaints procedure

We aim to give every client a high standard of service. If something has gone wrong, please tell us so we can put it right.

Stage 1: Tell us

Email info@latchestateagents.co.uk or write to us at 48 West George Street, Glasgow, explaining what happened and what you would like us to do. We will acknowledge your complaint within 3 working days.

Stage 2: Investigation

A director will investigate and send you a full written response within 15 working days of your complaint being acknowledged. If we need more time, we will tell you why and when to expect our reply.

Stage 3: Final review

If you are not satisfied, ask us to review the decision. A different person will review your complaint and send our final written view within 15 working days. In any case, we will issue our final view within 8 weeks of your complaint.

Independent redress

If you remain dissatisfied, or we have not resolved your complaint within 8 weeks, you can refer it to our independent redress scheme free of charge: Property Redress, Limelight, 1st Floor, Elstree Way, Borehamwood, Hertfordshire WD6 1JH. Telephone 0333 321 9418, email info@propertyredress.co.uk, website propertyredress.co.uk. You must normally do this within 12 months of our final response.

Latch Estate Agents is a member of the Property Redress Scheme, membership number PRS061934.