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Complaints Procedure

At United Kingdom Sotheby’s International Realty, we are dedicated to delivering exceptional standards of service to our valued clientele. Your feedback is of great importance to us, as it guides our continuous pursuit of excellence. Should our service not meet your expectations, or if you identify areas for improvement, we welcome the opportunity to address your concerns promptly and professionally.

If you encounter challenges that remain unresolved with the UK SIR representative assisting you, please direct your correspondence to [email protected].
We will acknowledge receipt of your complaint within three (3) working days, and a comprehensive written response will be provided within fifteen (15) working days of acknowledgment.

If you remain dissatisfied with the outcome, you may escalate your complaint to [email protected]. Our management team will conduct an independent review of the matter. You will receive an acknowledgment within three (3) working days, followed by a detailed written response within fifteen (15) working days, which will include any proposed resolution.

Please note that if a final response has not been issued within eight (8) weeks of your initial complaint, or if you remain dissatisfied after receiving our final response, you may refer the matter to an external body for independent review.

If you are still not satisfied with our final viewpoint (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.

For matters relating to service quality or contractual issues, you may contact The Property Ombudsman (TPO) within twelve (12) months of our final response:

    For matters concerning professional conduct,and only after completing our internal process, you may also contact Propertymark:

    Propertymark
  • Arbon House, 6 Tournament Court, Edgehill Drive, Warwick, CV34 6LG
  • Email: [email protected]
  • Website: www.propertymark.co.uk

Please note: Propertymark does not have powers to award compensation.

We take all feedback seriously and remain committed to resolving matters in a fair, transparent, and timely manner, reflecting the integrity and excellence synonymous with the Sotheby’s name.