Complaints Procedure

Nest prides itself on the level of its customer service. However, occasionally things do go wrong, and you may need to complain. Please see our complaints procedure below.

Residential Estate Agency - Making a complaint

Information for Customers

Homes by Sara trading as nest Estate agents is a member of The Property Ombudsman (TPOS) and as such aims to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded, we have a Complaints Process in place. The aim of this process is to resolve any issues or concerns as quickly as possible, although in the majority of cases we hope that matters such as these are resolved at branch level.

Stage One - Branch Manager

All complaints should, in the first instance, be directed to the Debbie Mcfarlane the Manager of the Branch you have been dealing with. Debbie will endeavour to resolve your complaint immediately, and no later than five working days of the first notification.

Stage Two -Founder/ Director

If you remain dissatisfied, you may then further your complaint, which must be in writing, to the Director Sara Quatermass. You must write to them within one month of receiving the Branch Manager Debbie’s response. Debbie will supply you with the details of the best email address. They will then acknowledge your complaint within three working days of receipt of your letter and provide you with a full written response within 15 working days.

Stage three - The Property Ombudsman

After you have received a response from the Customer Relations Manager, you may approach the Ombudsman if you are not satisfied with the response given. Details of how to do this are contained within the final viewpoint letter, The Property Ombudsman) Consumer Guide or online at Please note that you must do so within six months of the date of the final letter. The Property Ombudsman will not consider your complaint until our internal complaints process has been completed.