Complaints Procedure

JACKSON NOON IN-HOUSE COMPLAINT PROCEDURE

It is always our objective to maintain the highest of standards of both service and compliance and we are bound by the Property Ombudsman’s Code of Practice.

1: Making a complaint

We strive to ensure that nobody has the need to complain but accept that sometimes things can go wrong and apologise if you consider that we have let you down. In the first instance we ask that you raise your complaint with the member of staff concerned and ask that it be discussed with their manager if appropriate.

2: If you remain dissatisfied

If you do not feel this has helped our standard procedure for handling your complaint is as follows:

Our designated complaints officer is Helen Rogers who is a Director and co-owner of the business.

Complaints should be addressed to Helen by email: mailto:Helen@JacksonNoon.com or by post to 252 Chessington Road, West Ewell, Surrey KT19 9XF.

To ensure that we understand your complaint properly please provide details events and concerns in full and let us know what actions you consider we can take to redress the issue for you.

Your complaint will be acknowledged within 3 working days. We will then conduct a full and thorough review and a written response will be sent within 15 working days of receiving the compliant giving our final viewpoint.

3: Independent redress

In the event that you are still dissatisfied you may then refer the matter to the Property Ombudsman who provide free, fair, and impartial redress and can be contacted at the following address:

The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP

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"Excellent hard working estate agents who are well experienced in their field and who have strong knowledge of their local area. They are very pleasant to deal with, know what they are doing, instill confidence and are not your typical "flashy" high street estate agent. All dealings were professional, phone calls and e-mails responded to quickly and efficiently. I highly recommend Jackson Noon"

Anon

"The whole team were absolutely brilliant, in particular Peter, Sandra and Tamsin who were professional, helpful and extremely friendly throughout the whole process. We were kept informed at all points and felt that they really cared. We would strongly recommend them"

Anon

"I went with JN because of the personable nature and experience of Peter rather than the slick, overly suited, fast talking, commission hungry types (we know who they are). This turned out to be the best decision. Peter was always available when i called or emailed. Viewings were immediate and Peter was tuned into what I wanted when it came to offers from potential buyers which saved a lot of unnecessary back and forth. There were some issues along the way outside of our control, but we shared the laughter and frustrations together which made the whole process much more bearable. Tamsin too, who picked the admin up in Peters absence was always on the ball and was always available and friendly. I would recommend Jackson Noon to anyone wishing to sell a property in the surrey area"

Anon

"Peter Jackson sold me my first property (a two bed maisonette in Epsom) in 2009 and I was more than happy to sell it via them and upsize (to a three bed semi in Ewell). On this occasion Sandra provided a great initial evaluation of my property and my home was sold on only the third viewing! Once my offer was accepted on the next property, Tamsin kept me up to date almost daily on progress within the chain. Overall my experiences were excellent 10 years apart. I will use them again, now or in the next 10 years"

Anon

"I have brought two properties through Jackson Noon now and they have been amazing both times! The process of buying a house can be so stressful and they where great at explaining (and re-explaining!) the whole process. I am so happy in my new place that I may never leave but if I did sell it would definitely be through them. "