Our aim is always to ensure that all of our clients have a positive experience, and that the process of buying and selling is as smooth as possible. However, occasionally things may not always go according to plan. With this in mind, we have a stringent process to ensure any grievances that may arise are resolved as quickly as possible.

All employees take customer satisfaction very seriously and we will endeavour to resolve the issue swiftly and professionally.

If you wish to make a formal complaint, please put this in writing to our director. On receipt of your letter of complaint, our director (or a colleague if the director is out of the office for any reason). We will acknowledge your letter within three working days. We will then undertake an investigation and respond to you with a formal written outcome within 15 working days from the date of receipt of your written complaint.

Please write (by letter or email) outlining your complaint to:

Hilden Management
27 Castle Street
Canterbury
Kent
CT1 2PX

Email: info@hilden.management

If you remain dissatisfied with this formal written outcome, you can further pursue the complaint and it will be reviewed by another senior staff member not directly involved in the transaction. This further review will be sent to you within 15 working days and will include a written statement of our final view.

We hope that all concerns can be settled amicably between us.

However, if you remain dissatisfied with our final view you may seek redress through The Property Ombudsman, which provides a free, independent service for dealing with unresolved disputes. The Property Ombudsman will not consider your complaint until you have exhausted our internal procedure. Any referral to The Property Ombudsman must be made within twelve months of the date of our final view statement.

Their details are as follows:

The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire SP1 2BP
www.tpos.co.uk