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Contact us

Come and see us for a coffee at our offices and find out how we can help you buy or sell a property in the city, the suburbs or the countryside, or contact us by using the email form below.

Address

Reality Estate Agents
65 Grove Road
Norwich
Norfolk
NR1 3RL

t: 01603 756898
m: 07939 945166
e: sales@realityestateagents.co.uk

Opening Times

Monday to Friday: 9.00am – 5.30pm
Saturday: 9.00am – 1.30pm
Sunday: By appointment only

Internal Complaints Handling Procedures

Here at Reality we pride ourselves on the level of customer service that we provide. In the event that you feel dissatisfied with our service and wish to make a complaint, you will need to follow our Complaints Handling Procedure (CHP), details of which can be found below:

Membership details
Reality Estate Agents is a member of The Property Ombudsman Scheme (TPOS) and the National Association of Estate Agents (NAEA). By belonging to these organisations, we are required to follow strict professional standards.

 

Stage One – Director

We would request that you initially make your complaint in writing to the Director of our company. Upon receipt of your complaint, she will assess your submission and will respond within five working days of receiving your written complaint.

Contact details:
Lucy Carne MNAEA
Reality Estate Agents
65 Grove Road
Norwich
NR1 3RL

Telephone: 01603 756898 or email: lucy@realityestateagents.co.uk

We aim to resolve all complaints during this initial stage. However, if you are still dissatisfied, you will need to progress your complaint through the following process.

 

Stage Two – The Property Ombudsman Scheme

Upon receipt of our Final Viewpoint letter, in the event that you remain dissatisfied, you may contact the Ombudsman.

The contact details for The Property Ombudsman Scheme are as follows:


TPOS Complaints
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP

Telephone: 01722 333 306 or email: admin@tpos.co.uk

The Ombudsman will not consider your complaint until you have exhausted our internal complaints procedure.

 

Stage Three – NFoPP Regulation

Once the Ombudsman has concluded his investigation you may forward your complaint to the NFoPP Regulation Department which is the regulatory function of the NAEA, ARLA, ICBA and NAVA.

You will need to submit your complaint to the NFoPP Regulation Department within six months of the Ombudsman’s final review. You should include a copy of the Ombudsman’s review a copy of your signed acceptance/rejection letter and any other supporting documentation which you feel will assist the assessment of your complaint.

The contact details for the NFoPP Regulation are:

NFoPP Regulation
Arbon House
6 Tournament Court
Edgehill Drive
Warwick
CV34 6LG

Email: complaints@nfopp-regulation.co.uk | website: www.nfopp-regulation.co.uk