Complaints Procedure


We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below:

What will happen next?

  • We will send you a written acknowledgement of your complaint within three working days of receiving it.
  • We will then investigate your complaint. This will normally be dealt with by the Office Manager who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.
  • If, at this stage, you remain dissatisfied, you should contact us again and we will arrange for a separate review to take place by another senior member of staff.
  • We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
  • In the unlikely event you are still dissatisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) you may request an independent review from The Property Redress Scheme.

Novus Residential are registered with the Property Redress Scheme, an approved redress scheme for Estate Agents under the Consumers, Estate Agents and Redress Act 2007.

Their contact details are as follows:

Property Redress Scheme
Premiere House
1st Floor
Elstree Way

Telephone: 0333 321 9418

Email: [email protected] or via the on-line form which can be found at