In-house complaints procedure

Who we are

Penge Estates is a trading name of Penge Estate Agency Limited, which is registered in England and Wales under company number 14535606.

Registered office:
Sportsman Farm,
St Michaels,
Tenterden,
England,
TN30 6SY

Contact number: 020 3871 6570
Email: sales@penge-estates.co.uk

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.

We will, where appropriate, make reasonable adjustments for consumers who might be disadvantaged because of factors such as their age, infirmity, disability, lack of knowledge, lack of linguistic or numeracy ability, economic circumstances, bereavement, or where English is not their first language.

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 complaint 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 written acknowledgement of the receipt of your 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 receipt of the original complaint.
• 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 are still not satisfied with our final viewpoint, or more than eight weeks have elapsed since the complaint was first made, you can request an independent review from our independent redress scheme, The Property Ombudsman, without charge.

The Property Ombudsman

Address:
The Property Ombudsman
Unit 159756,
PO Box 7169,
Poole,
BH15 9EL

Consumers: 01722 333306
Businesses: 01722 335458
Website: www.tpos.co.uk
Make a complaint: Make a Complaint – The Property Ombudsman

Please note the following

You will need to submit your complaint to The Property Ombudsman within 12 months from the date of our final viewpoint, 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.

Propertymark

Propertymark is the leading professional body for the property sector and we are members. They will investigate complaints made against their members where evidence points to a breach of their Conduct and Membership Rules. This can lead to a disciplinary hearing.

In some cases, complaints may be resolved without a hearing, in which case you will be notified of the outcome in writing. If there is sufficient evidence to proceed, a disciplinary hearing will be held before an independent tribunal panel.

Visit their website for more information:

Website: propertymark.co.uk/professional-standards/complaints
Telephone: 01926 496 791
Email: complaints@propertymark.co.uk

Policy review

We keep this policy under regular review. The last review was on 27/04/2026.

This Complaints Procedure Policy was last updated on 27/04/2026.