At Sell Up, we are committed to providing a professional and transparent service when purchasing property from homeowners. However, if something goes wrong or you feel that our service has fallen below the standard you expected, we want to know so that we can investigate and resolve the issue as quickly as possible.
Our complaints procedure is designed to ensure that all concerns are handled fairly, consistently and within clear timeframes.
How to Make a Complaint
If you wish to make a complaint, please contact us in writing with as much detail as possible so that we can fully investigate the matter.
You can write to us at:
Sell Up
Diamond House
661a Roundhay Road
Leeds
LS8 4BA
Or email: hello@sellup.co.uk
Please include:
- Your full name and contact details
- The property address involved
- A description of your complaint
- Any relevant documents or information that may help us investigate
Even if you have previously discussed the issue with a member of our team, we will still ask you to submit your complaint in writing so that it can be formally reviewed.
What Happens Next
Once we receive your complaint, we will follow the process below:
Acknowledgement
We will acknowledge your complaint in writing within three working days of receiving it.
Investigation
Your complaint will then be investigated by a senior member of the team who was not directly involved in the matter where possible.
Response
We aim to provide a formal written response within 15 working days where possible (maximum 8 weeks) of receiving your complaint. This response will explain the outcome of our investigation and any action we propose to resolve the issue.
If the matter requires further investigation and cannot be resolved within this timeframe, we will keep you informed and explain when you can expect a full response. We will issue a final viewpoint letter at the conclusion of our investigation.
If You Are Not Satisfied With Our Response
If you remain dissatisfied after receiving our final response, or if eight weeks have passed since you first raised your complaint, you may be able to refer the matter to the Property Ombudsman for independent review.
The Property Ombudsman is an independent redress scheme that helps resolve disputes between consumers and property professionals.
Contact details are:
The Property Ombudsman
Milford House
43–55 Milford Street
Salisbury
Wiltshire
SP1 2BP
Telephone: 01722 333 306
Email: admin@tpos.co.uk
Website: www.tpos.co.uk
Any referral to the Ombudsman must usually be made within 12 months of our final written response.
Our Commitment
Sell Up is committed to dealing with complaints fairly and transparently. Feedback helps us improve our service and ensure that homeowners receive clear information and a professional experience when selling their property.