This Complaints Policy applies to all estate agency services provided by Sidney & Co Estate Agents ("we", "us", "our"). It has been prepared in accordance with the obligations set out in the Property Ombudsman Code of Practice for Residential Estate Agents, the Estate Agents Act 1979, and the Consumer Rights Act 2015.
We are committed to the principles of fairness, transparency, and timely resolution. We are members of The Property Ombudsman redress scheme (Membership Number: D14060) and follow its Code of Practice for Residential Estate Agents.
1. What is a complaint?
A complaint is any expression of dissatisfaction, whether spoken or written, about our services, our staff, or the way we have handled a matter. We treat all complaints seriously and will always try to resolve them at the earliest opportunity.
2. Dedicated complaints officer
Ian Arnold is our dedicated Complaints Officer and is responsible for the fair and impartial handling of all complaints. He is not involved in the day-to-day matter complained about where this could affect his independence, and he will oversee the investigation from start to finish.
Complaints Officer: Ian Arnold
Email: enquiries@sidneyandco.com
Telephone: 0151 707 8727
Post: The Cross, 1a Speke Road, Woolton, Liverpool, L25 8QA
If you are unsure who to contact, any member of our team can take the details and pass them to Ian Arnold directly.
3. How to make a complaint
You may make a complaint in person, by telephone, by email, or in writing. To help us investigate quickly, please include:
- Your full name and contact details;
- The property address or reference number, if applicable;
- A clear description of what happened and when;
- The name of any member of staff you dealt with;
- What you would like us to do to put things right;
- Any documents or evidence you think may help.
You can send your complaint by email to enquiries@sidneyandco.com, by post to the Liverpool office address above, or by telephoning either office during opening hours.
4. What happens next
We will follow the stages below to make sure your complaint is handled fairly and efficiently.
Step 1 — Acknowledgment
We will acknowledge your complaint within three working days of receiving it. We will confirm who is handling it and give you an indication of how long we expect the investigation to take.
Step 2 — Investigation
Ian Arnold will investigate your complaint thoroughly. This may involve reviewing our files, speaking to the staff involved, and asking you for further information if needed. We will keep you informed if there are any delays.
Step 3 — Final written response
We will send you a final written response within eight weeks of receiving your complaint. This will explain:
- How we have investigated the matter;
- Our findings and any decision;
- Any action we intend to take to put things right;
- Your right to refer the matter to The Property Ombudsman if you remain unhappy.
5. If you remain unhappy
If you are not satisfied with our final response, or if we have not sent you a final written response within eight weeks, you can refer your complaint to The Property Ombudsman. This is an independent, free redress service.
You must contact The Property Ombudsman within 12 months of the date of our final written response. You must also provide us with the opportunity to resolve the matter first, which this policy allows you to do.
The Property Ombudsman
Website: www.tpos.co.uk
Telephone: 01784 419300
Email: enquiries@tpos.co.uk
6. Record keeping
We keep a secure record of all complaints and their outcomes for six years from the date of the final response, in line with the retention periods set out in our Privacy Policy. This helps us identify recurring issues and improve our service.
7. Confidentiality
All information you provide will be treated in confidence and only used for the purpose of investigating and resolving your complaint. We will share it only with those who need to see it as part of the investigation.
8. Positive feedback
We also welcome compliments and suggestions. If a member of our team has gone above and beyond, or if you have an idea that could help us improve, please let us know by email or telephone.
9. Review
This Complaints Policy is reviewed at least annually and whenever there is a significant change in legislation or our procedures. It is available on our website and can be provided in writing on request.
Last updated: July 2026