Complaints Procedure

1. Who This Procedure Applies To

This procedure applies to complaints about Aventris Property Group Ltd trading as The English House Buyer, in connection with the services offered through this website and our property buying activities.

2. How to Make a Complaint

You can submit your complaint using any of the following methods:

To help us investigate your complaint promptly, please include:

• Your full name and contact details
• Property address or enquiry reference if applicable
• A clear description of what happened and when
• What you would like us to do to resolve the matter
• Copies of any relevant documents, correspondence, or messages

3. Acknowledgement

We will acknowledge your complaint within 3 working days of receiving it. Our acknowledgement will confirm that we have received your complaint and let you know what to expect next.

4. Investigation

We will carry out a fair and thorough investigation of your complaint. This may involve reviewing relevant communications, records, and any other information related to your enquiry or interaction with us. We may contact you for additional information if needed.

5. Our Response

We aim to provide a full written response within 15 working days of receiving your complaint. If we need more time to investigate — for example, because the matter is complex or requires input from a third party — we will write to you to explain why and tell you when you can expect our response.

6. Final Viewpoint Letter

If your complaint cannot be resolved earlier, we will issue a final written response — sometimes called a final viewpoint letter. This will set out our position, any proposed resolution, and your right to escalate the complaint if you remain dissatisfied.

7. Escalation to The Property Ombudsman

If you remain unhappy after receiving our final viewpoint letter, or if your complaint has not been resolved within the timescale required by our redress scheme, you may be able to refer the matter to The Property Ombudsman (TPO).

The Property Ombudsman provides a free, independent dispute resolution service. They will normally require that you have first given us the opportunity to resolve your complaint through our internal process.

You should usually refer your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter.

Please note that the TPO will not consider a complaint until we have had the opportunity to respond through our internal process. Contacting the TPO does not affect your legal rights.

8. Complaints About Data Protection

If your complaint relates to how we handle your personal information, you can also contact the Information Commissioner's Office (ICO) at ico.org.uk.

Please do try to contact us first if possible so we can attempt to resolve the concern before escalating.

9. Accessibility

If you need this procedure in a different format, or if you need help making a complaint, please contact us and we will do our best to assist you.