Our commitment to you
We are committed to providing a professional, friendly and transparent service to all of our clients. We take every complaint seriously and treat it as an opportunity to learn and improve. If you have a concern about any aspect of our service, please tell us.
How to make a complaint
In the first instance, please contact us and ask for your complaint to be logged.
- By email: sales@sabelco.co.uk
- By telephone: 01773 666400
- In writing to Sabel & Co Estate Agents.
Please provide as much detail as possible, including your name, the property address (where relevant), dates, and the names of anyone you have already spoken to. This helps us investigate your concerns promptly.
How we handle your complaint
- Acknowledgement — we will acknowledge your complaint in writing within 3 working days of receiving it.
- Investigation — your complaint will be investigated by a senior member of the team. We may contact you to ask for further information.
- Response — we aim to provide a full written response within 15 working days. If we need longer to investigate, we will write to you explaining the reasons and giving you an updated timescale.
- Resolution — where we have fallen short, we will set out what went wrong, what we will do to put it right, and any steps we will take to prevent it happening again.
If you are not satisfied with our response
If you remain dissatisfied with our final response, you may be entitled to refer your complaint to The Property Ombudsman (TPO), an independent redress scheme of which we are a member. You should normally do this within 12 months of your final response from us.
You can contact The Property Ombudsman at www.tpos.co.uk or by calling 01722 333306.
Need to speak to us?
If you'd prefer to discuss a concern informally before making a formal complaint, you're welcome to contact us and we'll be happy to help.