How to make a complaint.

How to make a complaint


Our Commitment to you

At Payne & Co., it is our intention to provide you with the best possible service, but issues occur in all organisations. If you are dissatisfied with any aspect of the service you receive from us, we would like to address your concerns. This brochure explains how to make a complaint, and the procedures we follow to investigate the issues you raise.

How to make a complaint

If you are unhappy about your treatment at Payne & Co., you are invited to contact us anyway you wish. For example:

  • By writing a letter explaining your concerns (post or email)
  • By telephoning and asking to speak to the complaints officer
  • By making an appointment and discussing the complaint directly with the Complaints Officer

Once you have made us aware of your concerns we will acknowledge your letter, or telephone call in writing. What happens next? Your complaint will then be dealt with. The steps taken will depend on the nature of your complaint, but it may include:

  • Informing the staff member of the complaint and requesting their comments or explanation.
  • Asking for more information or discussing the matter informally with you over the telephone, or by letter if talking with you is not possible.
  • Seeking to redress your concerns and obtain a satisfactory outcome for you.

If you are unhappy with the outcome, we will advise you how to contact The Property Ombudsman, who may re-investigate your complaint.

Contact Information

If you wish to write to Payne & Co. letters should be addressed to:

The Complaints Officer
11 Station Road West
Oxted Surrey RH8 9EG


When telephoning Payne & Co. to register a complaint, please phone: 01883 712261

If ultimately a satisfactory resolution cannot be found then we would direct you to elevate you complaint to The Property Ombudsman. They can be contacted via the following website address: or on the following telephone number: 01722 333306