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Alternatively, to get an instant answer to your query, you are always welcome to call us on 01603 756898.

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We look forward to hearing from you.

The Reality Team

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Reality Estate Agents
65 Grove Road,

t: 01603 756898
m: Lucy – 07939 945166 // Adam – 07930 666405

Office open:

Monday to Friday: 9.00am -5.30pm 
Saturday: 9.00am – 12pm
Sunday: By appointment only

Both directors on call, 8.00am – 8.00pm, 7 days a week

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 Thompson MNAEA
Reality Estate Agents
65 Grove Road,

Telephone: 01603 756898 or email:

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

Telephone: 01722 333 306 or email:

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
CV34 6LG

Email: | website: