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Residential Sales & Letting Agents

Complaints procedure

  1. Quayles Limited, T/A Quayles Online Estate Agency & Quayles Property Management is registered with The Property Ombudsman Redress Scheme and aims to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded, a complaints procedure has been introduced. This provides for the matter to be dealt with internally by a Director and in the event that we are not able to deal with the issue to our mutual satisfaction, by reference to The Property Ombudsman.

  2. If you believe you have a complaint, please write in the first instance to:

    The Managing Director
    1st Floor, The Dovecote
    Main Road
    Kirk Michael
    Isle of Man
    IM6 1AB

  3. Your complaint will be acknowledged within 24 hours but no longer than 3 working days, investigated thoroughly in accordance with established in-house procedures and a written reply will be sent to you within 15 working days of receipt of your complaint.

  4. If you are not satisfied with the outcome of our initial investigation, you are at liberty to have the matter referred to The Property Ombudsman. We will submit our file to the Ombudsman on request. You are also entitled to have your complaint referred to the Ombudsman should we fail to deal with matters promptly or do not comply with our in-house complaints procedure within 8 weeks from the date we receive your written notification.

Consumer guidance from the Ombudsman

Members