Complaints Policy

​ We hope to provide you with a service that you will be happy to recommend to others. We will do our best to ensure that your transaction is conducted efficiently, that your calls are dealt with promptly and that you are kept informed about the progress of your matter.

Occasionally, despite our best intentions, we do understand that things can go wrong. If you feel that you are not receiving the service you expect, we will ask that you immediately inform us. Should you wish to raise a formal complaint please follow the process outlined below.

Stage 1—Your Complaint

Please put your complaint in writing either by letter or email and address it to Melissa Anderson (Director). Please include as much detail as possible, including dates, names of any members of staff you dealt with, and where you can, please enclose/attach any supporting evidence.

Camella Estate Agents Ltd
Attn: Melissa Anderson
246 High Street, Batheaston, Bath BA1 7RA


Stage 2—Our Acknowledgement

Your complaint will be acknowledged, and we will start our in-house complaints process.

Timescale: within 3 working days of receiving your complaint.

​Stage 3—Our Investigation

Your complaint will be investigated, and Melissa Anderson will provide a formal written response addressing your specific complaints and proposing resolutions where appropriate.

Timescale: within 15 working days of receiving your complaint.

​Stage 4—Final Viewpoint

If you remain dissatisfied, you should contact us again and we will conduct a separate review to take place by Melissa Anderson
This will outline our final viewpoint on the matter.

Timescale: within 15 working days of receiving your request for a further review.

Stage 5—The Property Ombudsman

If our final viewpoint letter does not resolve matters (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.

Timescale: you must refer your complaint to the Ombudsman within 12 months of receiving our final viewpoint letter.

You are entitled to have your complaint referred to the Ombudsman should we fail to deal with matters promptly or do not comply with our in-house complaint procedure within 8 weeks from the date we receive your complaint in writing.

​The Property Ombudsman
Milford House
43-55 Milford Street
01722 333306