Homes by Sophihe

Contact us

Homes by Sophie Ltd
5 Dartmouth Place,
W4 2RH

Telephone: 020 8797 9988


Request a Valuation

How to make a complaint

We appreciate that despite our efforts, sometimes things go wrong. We rely on feedback from our customers and clients to try to put things right, and we aim to do this quickly and efficiently.

If you are in the unhappy position of not being satisfied by our service, we have a complaint procedure to enable us to try and put things right.

The procedure is:-

  • If you are unable to resolve the matter with the negotiator, please write to the manager. You will receive an acknowledgement within three working days of receipt and an investigation will commence. A formal written outcome of the investigation will be sent to you within 14 days.
  • If you remain dissatisfied please write to the Managing Director of Homes By Sophie Ltd and the same time limits will apply. Following the MD's investigation, a written statement expressing Homes By Sophie's final view will be sent to you and will include any offer made.
  • This letter will confirm your entitlement, if dissatisfied to refer the matter to The Property Redress Scheme (PRS) within six months for a review. The Property Redress Scheme will only deal with complaints made by consumers who have completed our complaints procedure.