Complaints
How to make a complaint
If you are unhappy with any part of our service, please let us know so we can put it right.
Please send your formal complaint in writing to Amie Bensted, Head of Sales and Marketing:
- Email: [email protected]
- Post: NEST Estate Agents, The Estate Office, Etchinghill Golf, Canterbury Road, Etchinghill, Folkestone, Kent, CT18 8FA
Your formal written complaint must be made within 12 months of the incident you are complaining about. Please include your name, contact details, the property address and a summary of what went wrong.
How we handle your complaint
We have up to 8 weeks from receiving your formal written complaint to resolve it. It is handled in up to three stages:
- Stage 1: Amie Bensted, Head of Sales and Marketing, will investigate your complaint and respond to you.
- Stage 2: If you are not satisfied with that response, your complaint will be reviewed by Danielle Bowden, HR and Office Manager.
- Stage 3: If you remain dissatisfied, your complaint will be reviewed by Paul Kitchingman, Director.
Within the 8-week period, we will send you a final written response setting out the outcome of our investigation.
Referring your complaint to the Property Redress Scheme
NEST Estate Agents Kent Ltd is a member of the Property Redress Scheme (PRS), membership number PRS059944. If your complaint has not been resolved after 8 weeks, you can refer it to the PRS:
- Address: Property Redress, Limelight, 1st Floor, Elstree Way, Borehamwood, Hertfordshire, WD6 1JH
- Telephone: 0333 321 9418
- Email: [email protected]