Complaints Procedure

Our Commitment

We aim to provide a fair, transparent and compassionate service at every stage. If something has gone wrong, we want to know about it and to put it right.

Step 1: Tell Us Directly

In the first instance, please contact us with the details of your complaint:

• Phone: 020 3633 9458 (Mon–Sun, 8am–Midnight)
• Email: admin@probatepropertybuyers.uk

Please include your name, the property address, and as much detail as possible about the issue. We will acknowledge your complaint within 3 working days.

Step 2: Investigation

We will investigate your complaint thoroughly and aim to provide a full written response within 14 working days. Where a complaint is more complex and requires longer to investigate, we will keep you updated on progress and provide a revised timescale.

Step 3: Resolution

Our written response will set out our findings and, where appropriate, what we intend to do to resolve the matter. If you remain unsatisfied following our final response, you may escalate the matter as set out below.

Complaints About Legal Advice

Any complaint specifically about legal advice given by our independent, SRA-registered solicitor should be directed to that solicitor's own complaints procedure in the first instance, as they operate independently of Probate Property Buyers Limited. If unresolved, such complaints can be escalated to the Legal Ombudsman (legalombudsman.org.uk) or the Solicitors Regulation Authority (sra.org.uk).

Escalation

Probate Property Buyers Limited is not currently a member of a property-sector Ombudsman scheme. We are actively working towards membership of the relevant industry body, at which point this section will be updated with the appropriate independent escalation route for complaints about our own service. In the meantime, unresolved complaints about our service can be raised with Trading Standards via the Citizens Advice consumer helpline (0808 223 1133).