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Complaints Procedure

At HomelyNest, we aim to provide high-quality property sourcing services. If you are dissatisfied with any aspect of our service, we encourage you to inform us so we can resolve the issue promptly.

Step 1: Making an Informal Complaint

In the first instance, please email us directly at info@homelynest.co.uk detailing the nature of your concern. We aim to acknowledge your email within 48 hours and resolve informal queries quickly.

Step 2: Formal Written Complaint

If your complaint cannot be resolved informally, please submit a formal written complaint detailing:

  • Your full name and contact details.
  • A clear description of your complaint.
  • Copies of any relevant documentation or communications.

We will formally acknowledge receipt of your written complaint within 3 working days and provide a full written response after an internal review within 15 working days.

Step 3: Redress Scheme

If you remain dissatisfied with our final response, you may escalate your complaint to an independent consumer redress scheme (such as The Property Ombudsman or Property Redress Scheme) in accordance with UK property agency regulations.