This complaints policy explains how you can raise a concern with us, what happens next, and how to take it further if you’re still unhappy. We follow the complaint-handling requirements set out in the Property Ombudsman Code of Practice.

1) Our promise

  • We take complaints seriously.

  • We deal with complaints fairly and in writing.

  • We aim to resolve issues promptly and professionally.

  • Making a complaint will not affect the service you receive from us.

2) Who can complain

You can make a complaint if you are:

  • a seller, buyer, landlord, tenant, guarantor, or someone directly affected by our service; or

  • a properly authorised representative acting on your behalf (for example, a solicitor or family member).

If a representative is used, we may request written authorisation before sharing any information.

3) What counts as a complaint

A complaint is any expression of dissatisfaction about our service, actions, or lack of action, where a response or outcome is expected.

4) How to make a complaint

Complaints should be made in writing (email is acceptable) and include:

  • your full name and contact details

  • the property address (if relevant)

  • a clear summary of the issue

  • key dates and the names of people involved

  • the outcome you are seeking

  • copies of any supporting evidence

Please send complaints to:
Complaints Officer: Nicholas Cheshire
Email: nick@nestinessex.co.uk
Post: Nicholas Cheshire, Nest in Essex, Unit 17 Lubards Farm, Hullbridge Road, Rayleigh, Essex, SS6 9QG

If a complaint is made verbally, we will record it and may ask you to confirm the details in writing so it can be investigated properly.

5) Our complaints process and timescales

Stage 1 – Acknowledgement

  • All written complaints will be acknowledged within 3 working days.

  • We will confirm who is dealing with your complaint and what happens next.

Stage 2 – Investigation and written response

  • Your complaint will be investigated by a senior member of staff or a designated complaints handler. Where the complaint relates to the sole director of the business, it will be reviewed by the director directly, constituting the final stage of our internal complaints process.

  • We will provide a written response within 15 working days of receiving your complaint.

  • If more time is required, we will explain why and keep you updated.

Stage 3 – Review

  • If you remain unhappy, you may request a review of the complaint by a different member of the business who was not directly involved in the matter. Due to the size and structure of the business, this reviewer may not be more senior than the original handler but will be independent from the issue being reviewed.

  • We will provide a written review outcome within 15 working days of receiving your request.

Stage 4 – Final viewpoint

  • After the review, we will issue our final viewpoint letter.

  • This letter sets out our final position and any proposed resolution.

6) Referring your complaint to the Property Ombudsman

If you are still dissatisfied after receiving our final viewpoint letter, you may refer your complaint to the Property Ombudsman.

  • The complaint must be referred within 12 months of the date of our final viewpoint letter.

  • If we have not resolved your complaint within 8 weeks, you may also refer it to an approved redress scheme.

  • You are not required to pay any outstanding fees in order to refer your complaint to the Property Ombudsman.

7) Complaint records

We keep a record of all complaints, including:

  • details of the complaint and any supporting evidence

  • investigation notes and correspondence

  • copies of all responses and the final viewpoint letter

  • details of any agreed actions or remedies

8) Data protection

All personal information provided during a complaint will be handled in line with UK data protection legislation and used only for the purpose of investigating and responding to the complaint.

9) Matters outside this procedure

Some concerns, such as potential breaches of law or consumer protection regulations, may fall outside this procedure and be more appropriately dealt with by enforcement bodies such as Trading Standards.

10) Review of this policy

This complaints policy is reviewed regularly and may be updated from time to time. The latest version will always be available on our website.

Last updated 8th January 2026.

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