Complaints Procedure

Put your complaint in writing to info@seymont.co.uk, or by post to High Street Kensington, London W8. Please include the property address, what happened, and what you would like us to do.

• We acknowledge your complaint in writing within 3 working days.
• We investigate, speaking to everyone involved and reviewing the file.
• We send a full written response within 15 working days of the acknowledgement.

If you are not satisfied with the response, reply within 14 days and ask for a review. The founder will look at the complaint afresh and send a final viewpoint letter within 15 working days.

If we have not resolved the matter within 8 weeks, or you remain unhappy after our final viewpoint letter, you can refer the complaint to a government-approved redress scheme, at no cost to you.

• You must refer the complaint within 12 months of our final viewpoint letter.
• The scheme will normally ask to see our final response before it opens a case.

We keep a written record of every complaint and its outcome for six years, and review them so the same problem does not recur.