How to complain
If something has gone wrong with your sale, or you are unhappy with how we have handled it, please tell us. We take complaints seriously and will respond in writing.
Email us
Send your complaint to team@otisestate.com. That is the address we monitor for complaints.
What to include
Please include as much of the following as you can:
- Your name
- The property address (if your complaint is about a sale)
- What happened, and when
- What you would like us to do
When we will reply
We aim to:
- Acknowledge your complaint within 3 working days
- Give you a full written response within 15 working days
Working days mean Monday to Friday, excluding England and Wales bank holidays. If we need longer for a full response, we will say so in writing and give you a revised date.
Independent redress
Estate agents in the UK must belong to a government-approved property redress scheme. We’ll join The Property Ombudsman redress scheme before we take on any sellers. Once we have joined, we will update this page with the scheme’s contact details and how to escalate a complaint that we have not resolved to your satisfaction.
Until then, please use the email address above. We will still log and handle your complaint.
If we have not resolved your complaint to your satisfaction, you can refer it to , the government-approved property redress scheme Otis belongs to. Contact details will be in our final written response.
Please complain to us first at the email address above so we can try to put things right.