ALL ABOUT US
The qualified and experienced agents at Metro Residential know that real estate isn’t just about prices; it’s also about relationships. Established in 2008, we match our clients with properties that fit their lifestyle and budget.
We understand that buying, selling and renting a home isn’t just a business transaction, it’s a whole new beginning. That’s why we offer an extensive array of services, as well as the human touch, making the process as easy and hassle-free as possible. Contact us to get started today.
At Metro Residential, we pride ourselves on providing an unmatched service that’s professional but friendly. Our business growth and success has been built on recommendations and referrals - Our customers talk and they say good things! We’ll always go the extra mile to make it work for you.
We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).
What will happen next?
We will send you a letter acknowledging receipt of you complaint within three working days of receiving it, enclosing a copy of this procedure.
We will then investigate your complaint. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.
If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.
We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
If you remain dissatisfied, you can then contact The Property Ombudsman to request an independent review:
The Property Ombudsman Ltd
43-55 Milford Street
01722 333 306
Please note the following:
You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.
The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review