Complaints Procedure

MarketOffer is committed to providing a high standard of service to the landlords, developers, accommodation providers, agents and partners we work with.

Nevertheless, we understand there will be times when mistakes occur and in the majority of cases a complaint will help us improve our service. If you feel that MarketOffer or one of its employees has made a mistake or find that any part of our service is not to your satisfaction, please let us know.

How to Make a Complaint

If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the time-frames set out below (if you feel we have not sought to address your complaint within eight weeks, you may be able to refer your complaint to the Property Redress Scheme to consider without our final viewpoint on the matter). Please send your complaint by email to [email protected] or by post to:

The Complaints Officer
MarketOffer
Real Marketplace Ltd
The Offices
53 King Street
Manchester
M2 4LQ

Even if you have already made your complaint verbally to a representative at MarketOffer, you will still need to issue your complaint in writing.

You can ask someone to complain on your behalf, as long as you confirm this to us in writing.

We are a member of the Property Redress Scheme (membership number PRS041224).

What will happen next?

We will send you a written acknowledgement, usually by email, within five working days of receiving your complaint, with a copy of this procedure.

We will then investigate your complaint. This will normally be dealt with by a senior member of staff who, where practical, was not directly involved in the matter. They will review your file and speak to the member of staff who dealt with you. We will send you a formal written outcome of our investigation within 15 working days of receiving your complaint.

If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff who, where practical, was not involved in the original investigation.

We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.

If you have not received a response after 8 weeks or you are unhappy with the response you have received, your complaint must be made to the Property Redress Scheme within 12 months of your last communication. Further information on this can be found at www.propertyredress.co.uk.

Please note the following:

To complain to the PRS, complete the online complaint form on its website, with copies of your correspondence with us and any supporting evidence.

The Property Redress Scheme requires that all complaints are addressed through this in-house complaints procedure, before being submitted to them.

If your complaint is about the loss or theft of client money we hold for you, it is dealt with under our UKALA Client Money Protection scheme rather than the Property Redress Scheme.

Complaints about how we handle your personal data are dealt with under our Privacy Policy.