Complaints Procedure

At Hume Homes we strive to provide the best service possible to ensure that the process of buying, selling, letting or renting is achieved as smoothly and as professionally as possible. We do however recognise that sometimes not everything goes as planned.

In order to ensure we constantly exceed expectations we have a complaints procedure that sets out the process for highlighting and resolving any issues that may arise. We pride ourselves on being a forward thinking company and are happy to resolve complaints as quickly and efficiently as possible.

Step 1: Initial contact

We will always endeavour to resolve your issue as efficiently as possible. Please contact Nick Hume via email [email protected]

Step 2: Formal complaint

If your complaint is not resolved and dealt with to your satisfaction during or after your initial contact, or you wish to submit a written complaint, please address your correspondence to: Hume Homes, 21 St. Dionis Road, Fulham, SW6 4UQ.

Please enclose as much detail as possible including dates, details of specific complaints and any supporting documentation to ensure that the matter is dealt with as efficiently and fairly as possible.

Your complaint will be acknowledged within 2 working days of receipt and a formal investigation will be undertaken. We will write to you confirming the outcome of our investigation and our final viewpoint within 14 working days.

Step 3: Referral to a third party organisation

We hope that we can settle any complaints internally and to the satisfaction of all parties concerned. If however you would like to take your grievance further, you can refer your complaint to the Property Redress Scheme:

Property Redress Scheme
Premiere House,
1st Floor,
Elstree Way,
Borehamwood,
WD6 1JH.

Tel: 0333 321 9418

Email: [email protected]