Complaints Procedure

MarketOffer is fully committed to providing the best quality service to all clients, suppliers, and partners involved in our property sourcing, acquisition, leasing, and related services.

Nevertheless, we understand there will be times when mistakes occur and in the majority of cases a complaint will help us improve our service. If you feel that MarketOffer or one of its employees have made a mistake or find that any part of our service is not to your satisfaction, please endeavour to let us know.

How to Make a Complaint

If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the time-frames 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 Redress Scheme to consider without our final viewpoint on the matter). If you need to make a complaint, the address for correspondence is:

The Complaints Officer

MarketOffer

Real Marketplace Ltd

The Offices

53 King Street

Manchester

M2 4LQ

Even if you have already made your complaint verbally to a representative at MarketOffer, you will still need to issue your complaint in writing.

What will happen next?

We will send you a letter acknowledging 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 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 have not received a response after 8 weeks or you are unhappy with the response you have received, your complaint must be made to the Property Redress Scheme within 12 months of your last communication. Further information on this can be found at https://www.theprs.co.uk/complain

Please note the following:

To complain to the PRS, you will need to download their Complaint Form from their website, complete it and provide them with the relevant documents e.g. copies of correspondence with us together with all relevant supporting evidence.

The Property Redress Scheme requires that all complaints are addressed through this in-house complaints procedure, before being submitted to them.