Complaints Procedure

How to report a complaint

As a customer focused organisation we always strive for customer satisfaction, however on the rare occasion something does go wrong we want to rectify this as a severe matter of urgency. If you have a complaint regarding an employee or the service you have received, please get in touch as we always want happy customers and clients.

Stage 1

Talk to your Market Place Properties agent who you have been dealing with as they are trained to resolve most matters.

stage 2

If Stage 1 hasn’t resolved your complaint or you aren’t happy with the response or outcome, the next step is to contact the branch manager. This can be done by email [email protected] or by signed for post to Market Place Properties, Bridge End , Chester-le-Street , DH3 3RA. The branch manager will get in contact with you within 14 days from receiving your communication.

stage 3

If Stage 3 hasn’t resolved your complaint or you aren’t happy with the response or outcome, the next step is to contact a Director. This can be done by email [email protected] or by signed for post to Market Place Properties, Bridge End , Chester-le-Street , DH3 3RA. A director will get in contact with you within 30 days however we always try to ensure this is more prompt.

stage 4

If your complaint hasn’t been resolved or you aren’t satisfied with the outcome of Stage 3, the next procedure is to contact the Property Redress Scheme. A director will provide you with all the contact information for the Property Redress Scheme if Stage 3 couldn’t be resolved.  If you do wish to contact the Property Redress Scheme this must be done within 6 months from your last communication with a Director at Stage 3.