Complaints Procedure

Maxwell Harrington
Complaints Handling Procedure
Effective Date: 6 August 2026

Maxwell Harrington is committed to providing a professional, transparent, and efficient service to all clients and customers. If you are dissatisfied with any aspect of our service, we encourage you to let us know so that we can investigate your concerns and seek a fair resolution.

How to Make a Complaint

Complaints should be made in writing wherever possible and include:

— Your full name and contact details.
— The property address (where applicable).
— A clear description of your complaint.
— Copies of any relevant documents or correspondence.
— Details of the outcome you are seeking.

Please send your complaint to:

George Evans
Complaints Officer
Maxwell Harrington
8 Aldsworth Parade
Goring-by-Sea
West Sussex
BN12 4UP

Telephone: 01903 258448

Stage 1 – Acknowledgement

We will acknowledge receipt of your complaint within 3 working days.

Stage 2 – Investigation

Your complaint will be investigated by George Evans, Complaints Officer, who will review all relevant information, discuss the matter with any members of staff involved, and consider any evidence provided.

Stage 3 – Written Response

We aim to provide a full written response within 15 working days of receiving your complaint.

If the matter is particularly complex and additional time is required, we will keep you informed of progress and explain the reasons for any delay.

Stage 4 – Final Viewpoint

If you remain dissatisfied with our response, you may request a final review. We will complete our review and issue a Final Viewpoint Letter within 8 weeks of receiving your original complaint wherever possible.

Independent Redress

If you remain dissatisfied after receiving our Final Viewpoint Letter, or if eight weeks have passed since your complaint was first submitted, you may refer your complaint to our independent redress provider:

Property Redress Scheme (PRS)

The Property Redress Scheme provides an independent and impartial service for resolving disputes between consumers and property agents.

Website: www.theprs.co.uk
Email: complaints@theprs.co.uk
Telephone: 0333 321 9418

Complaints should normally be referred to the Property Redress Scheme within 12 months of receiving our Final Viewpoint Letter.

Propertymark

Propertymark are the leading professional body for the property sector. They will investigate complaints against their members where evidence points to a breach in their Conduct and Membership Rules—this can lead to a disciplinary hearing. Once in receipt of the Property Redress review, you have 6 months in which to refer your complaint to Propertymark, if you choose to do so. For further details please see link here.

https://www.propertymark.co.uk/professional-standards/complaints.html

Our Commitment

Maxwell Harrington is committed to handling complaints fairly, consistently, and promptly. We view complaints as an opportunity to improve the quality of our services and ensure the highest standards of customer care.

If you require this procedure in an alternative format or need assistance submitting a complaint, please contact us on 01903 258448, and we will be happy to assist.