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Complaints procedure.

How to tell us something has gone wrong, what we do about it and how to take it further.

Last updated 17 September 2026

We would rather know

If something has gone wrong, tell us. Most concerns are put right quickly by the person handling your matter. Where that does not work, this procedure applies to all of our estate agency, lettings, surveying and related services.

How to complain

  1. Raise it with your coordinator first, by email or telephone. Most issues are resolved at this stage.
  2. If you are not satisfied, write to our complaints officer at info@norvexproperty.com with "Complaint" in the subject line, or by post to our registered office marked for the attention of the Complaints Officer. Tell us what happened, when, and what you would like us to do.

What we will do

  • Within 3 working days we acknowledge your complaint in writing and tell you who is handling it.
  • Within 15 working days of receiving your complaint we send our final viewpoint letter, setting out what we found, what we will do and, if we do not uphold the complaint, why. If we need longer, we tell you why and when to expect our reply.

If you remain dissatisfied

You may refer your complaint to the independent property redress scheme of which we are a member (named in our terms of business and available on request) within 12 months of our final viewpoint letter. The scheme's service is free and its decision is binding on us. You may also refer it if we have not resolved your complaint within eight weeks of receiving it.

Mortgage, protection and bridging advice is provided by our FCA-authorised partners, who operate their own complaints procedure; we will give you their details and pass your complaint to them if you ask. If they cannot resolve it, you may be able to refer it to the Financial Ombudsman Service at financial-ombudsman.org.uk.

Surveys are handled under this procedure and, where it applies, the RICS complaints handling requirements, including access to an approved alternative dispute resolution scheme.

Learning from it

Every complaint is recorded and reviewed by the partners, and changes we make as a result are noted on the file. Complaints are kept for six years.