Complaints Policy

Eastaway Property Services Limited

63 Scotgate, Stamford, Lincolnshire, PE9 2YB

Telephone: 01780 672030

Property Redress Membership Number: PRS042351

Effective Date: June 2026

Our Commitment to You

Eastaway Property Services Limited is committed to providing a professional, transparent and high-quality estate agency service.

We recognise that occasionally things may not go as expected. When this happens, we welcome the opportunity to put matters right, learn from the experience and improve our service.

This Complaints Policy explains how you can raise a complaint, how we will handle it and what options are available if you remain dissatisfied.

This policy has been prepared in accordance with:

• Property Redress membership requirements and guidance

• Propertymark Conduct and Membership Rules

• The Estate Agents Act 1979

• The Consumer Rights Act 2015

• The Data Protection Act 2018

• Relevant consumer protection legislation

Scope of This Policy

This policy applies to complaints relating to:

• The service provided by Eastaway Property Services Limited

• The conduct, behaviour or professionalism of our staff, contractors or representatives

• The handling of a property transaction, instruction, viewing, offer or communication

• Our compliance with our published service standards

This policy applies to complaints from clients, consumers, buyers, sellers, applicants and other individuals who have interacted with our services.

Matters Handled Separately

Some concerns are governed by separate legal or regulatory processes and are therefore not dealt with through this complaints procedure.

Contractual Fee Disputes

Where a complaint relates to how a fee was explained, applied or linked to service delivery, it will be investigated under this policy.

Where fees are clearly set out in a signed agreement and the complaint relates solely to disagreement with the contractual amount, with no alleged service failing, this may be treated as a contractual dispute rather than a service complaint.

Legal Disputes

Certain matters may fall outside the scope of a complaints process, including:

• Ownership disputes

• Boundary disputes

• Title disputes

• Claims already subject to legal proceedings

• Matters that can only be determined by a court

Where appropriate, we will explain our position and advise you to seek independent legal advice.

Data Protection and Subject Access Requests

Requests relating to personal data, Subject Access Requests or data protection rights are not complaints and are dealt with under our Privacy Notice and Data Protection procedures.

How to Make a Complaint

All complaints should be submitted in writing so they can be properly investigated.

You can contact us by:

Email: [email protected]

Post:

Kimbly Mackman
Managing Director
Eastaway Property Services Limited
63 Scotgate
Stamford
Lincolnshire
PE9 2YB

Please include:

• Your full name and contact details

• The property address, if applicable

• A clear description of your complaint

• Relevant dates and supporting evidence

• The outcome you are seeking

Stage One – Internal Investigation

Upon receipt of your complaint:

• We will acknowledge receipt within 3 working days

• The complaint will be recorded in our complaints register

• The complaint will be investigated by a Director of the business

We aim to provide a full written response within 15 working days of acknowledgement.

If additional time is required due to the complexity of the complaint, we will explain the reason for the delay and keep you updated.

Our response will include:

• A summary of the complaint

• Our findings

• Any action taken or proposed

• Information about your right to escalate the complaint

Stage Two – Final Internal Review

If you remain dissatisfied with our Stage One response, you may request a final review.

Your request should be submitted in writing within 14 working days of receiving our Stage One response.

Where possible, the review will be carried out by a Director who has not been directly involved in the matter.

We will acknowledge the review request within 3 working days.

We aim to provide a final written response within 15 working days.

This response represents our final internal position.

Referral to Property Redress

If you remain dissatisfied after receiving our final written response, or if more than eight weeks have passed since you first raised your complaint and it remains unresolved, you may refer the matter to our independent redress provider.

Property Redress

7th Floor Corn Exchange

55 Mark Lane

London

EC3R 7NE

Telephone: 0333 321 9418

Email: [email protected]

Website: www.propertyredress.co.uk

Property Redress is a free, independent and impartial service for consumers.

You must refer your complaint within 12 months of receiving our final written response.

Property Redress will normally require you to have completed our internal complaints procedure before it will consider your complaint.

Where Property Redress accepts a complaint, we agree to cooperate fully with its investigation and comply with any binding decision or award.

Propertymark Conduct and Membership Complaints

Eastaway Property Services Limited is a member of Propertymark.

If you remain dissatisfied after completing our internal complaints procedure and believe your complaint relates to the conduct, behaviour, professionalism, ethics or compliance of a Propertymark member, you may also raise your concerns with Propertymark.

Propertymark investigates potential breaches of its Conduct and Membership Rules.

Propertymark is not a redress scheme and does not have the power to award compensation, financial redress or damages.

Propertymark

Arbon House

6 Tournament Court

Edgehill Drive

Warwick

CV34 6LG

Telephone: 01926 496 800

Email: [email protected]

Website: www.propertymark.co.uk

Confidentiality and Data Protection

All complaints are handled confidentially and in accordance with the UK GDPR and the Data Protection Act 2018.

Complaints information will only be shared with individuals directly involved in investigating or resolving the complaint, or where disclosure is required by law or a regulatory body.

Record Keeping

We maintain a complaints register and retain complaint records securely.

Complaint records are normally retained for a minimum period of six years from closure.

Learning and Continuous Improvement

We treat complaints as valuable feedback.

Where appropriate, complaints are reviewed to identify:

• Training requirements

• Service improvements

• Process improvements

• Policy updates

• Compliance improvements

Policy Ownership and Review

Policy Owner:

Kimbly Mackman

Managing Director

Eastaway Property Services Limited

This policy is reviewed annually and updated whenever required by changes in legislation, regulatory guidance, Property Redress requirements, Propertymark requirements or business operations.

Last Reviewed: June 2026

Next Review Due: June 2027