Complaints Process

Making a complaint

Homefast aims to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded and to make sure we put mistakes right, we have the following complaints process.

The aim of this process is to resolve all customer issues or concerns as quickly as possible.

In many cases issues can be resolved quickly and amicably by your estate agency branch. Please contact them initially and they will endeavour to do all they can to resolve your issue.

If your complaint is about service that you have received from a law firm then you must follow the law firms complaints process. You will have an opportunity to give us feedback on the law firms service and your feedback will be taken into account at law firm review meetings.

Stage One – Case Handler at Homefast

If you do not feel that your concerns can be resolved by the branch or the law firm and your complaint relates to Homefast please contact the case handler at Homefast via following e-mail address : info@homefast.co.uk marking your correspondence as a complaint.

We will acknowledge your complaint in writing, within 3 working days of receipt, in line with this procedure, and then endeavour to liaise with you to resolve your complaint immediately, but no later than 15 working days from the date your complaint was received.

Stage Two – Management Team at Homefast

If you do not feel that your concerns have been resolved via the case handler you can e-mail info@homefast.co.uk requesting that the complaint outcome is escalated giving the reasons that you are not satisfied with the initial outcome.

Again, we will acknowledge your complaint in writing, within 3 working days of receipt, in line with this procedure, and then endeavour to liaise with you to resolve your complaint immediately, but no later than 15 working days from the date your complaint was received.

Stage Three – Director at Homefast

If, after following the first two stages you still do not believe that your complaint has been resolved, then you can contact the Director at Homefast by e-mailing info@homefast and marking your correspondence Stage 3 Complaint.

Once received your complaint will be reviewed and we will send you a final viewpoint response in writing within 15 working days from receipt of your request for a review. If longer is required you will be notified in writing with an explanation with an indication of the revised timescale. Alternatively we may contact you during this period with a request for further information to ensure that the complaint is fully understood and investigated.