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Complaint Handling Procedure

At Bay Tree Estates we are committed to offering the very best in customer service and will do all we can to help you manage your sale or purchase. However, in recognition of the fact that things do sometimes go wrong, we have produced this Complaint Handling Procedure to show what will happen if you have cause to complain to us.

Our representatives are trained to offer you the best possible customer service and will do their utmost to help you. If they need to involve a Director of the firm, they will do so to ensure the matter is resolved. We aim to acknowledge receipt of your complaint within 3 working days and to reply within 15 working days with a formal written outcome of investigation. We may have to contact other third parties, clients or suppliers to help resolve your complaint. As part of resolving your complaint we will offer you an explanation and an apology.

How to contact us: The easiest and quickest way to resolve your complaint is to phone us on 01243 850451. Alternatively, if you are unable to phone or would prefer to write, you can contact us by email ( or by post Bay Tree Estates Ltd, 72 Felpham Road, Felpham, West Sussex PO22 8HH. Please do mark your correspondence as Private & Confidential should you wish. If at any time you would prefer to talk to us face-to-face about your complaint, please contact our office to make an appointment to visit and speak directly with a Director of the business.

Step 1 – To resolve your complaint at the first point of contact

When you phone us with a problem a representative will attempt to resolve matters with you whilst you are on the call. However, if necessary your complaint will be escalated to a Director. If you write to us with a problem, please provide your full contact details. We will acknowledge your written complaint within 3 working days.  We may try to contact you by telephone to help with this resolution.

If your complaint cannot be fully resolved then you can proceed to the next step.

Step 2 – Complaint via a Director

Following Step 1, if the complaint has not been resolved to your satisfaction, then you can raise the matter with a Director, who will undertake an independent internal review and aim to reach a resolution within 15 working days with a formal written outcome of investigation. You can contact a Director, providing your name, full address, and the property in which your dispute relates to as follows:

By email to or write to us at

Bay Tree Estates Ltd, 72 Felpham Road, Felpham, West Sussex, PO22 7NZ. Please mark the envelope as Private and Confidential and for the attention of the Director.

If you have not received a satisfactory response from a Director within 15 days of first registering your complaint or we have sent you a final viewpoint letter, you can contact The Property Ombudsman, of which we are a member. The Property Ombudsman (TPO) scheme has been providing consumers and property agents with an alternative dispute resolution service for 27 years and provides consumers with a freeimpartial and independent alternative dispute resolution service.

Here is how to contact The Property Ombudsman:

Milford House, 43 - 55 Milford Street, Salisbury, Wiltshire, SP1 2BP

Complaint Enquiries Tel: 01722 333 306

Consumer Enquiries Tel: 01722 333 306 Fax: 01722 332 296



You may be referred back to us if you have not escalated your complaint via our complaints process outlined in steps 1 and 2. For further information please visit