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Compliance and Complaints procedure

Nobody is perfect (although we are pretty darn close!) We understand that everybody should be treated fairly, so we have our own in Haus complaints procedure. Our system is designed to ensure that any complaints are dealt with quickly and efficiently.


Step 1:
Speak to your negotiator or manager

In order for your concern to be addressed as quickly as possible Haus ask that you first raise the issue verbally with the relevant member of the Haus team

If you still aren't satisfied with your Haus experience...


Step 2:
Write to the director of the area/department

Your complaint will be acknowledged within three working days of delivery and an inquiry undertaken. Haus will send a formal written outcome of the investigation within 10 working days.

If you still aren't satisfied with your Haus experience...


Step 3:
Write to the COO

99 Wandsworth Bridge Road
Fulham
London
SW6 2TE

Your complaint will be acknowledged within three working days of delivery and an inquiry undertaken. Haus will send a formal written outcome of this investigation within 10 working days.

Following the COO's investigation, a written statement expressing our concluding assessment will be sent to you. If you are still dissatisfied, the letter will confirm your entitlement to raise the matter with The Property Ombudsman within six months for a review.


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