Complaints Procedure

We aim to get everything right first time. If we haven't, tell us and we'll put it right quickly.

Step 1 — Tell us

Email hello@sterlingandrowe.com, call 020 7946 0958, or write to 48 Kensington High Street, London W8 4PE. We acknowledge complaints within 3 working days.

Step 2 — Investigation

A director investigates and responds in writing within 15 working days, setting out what we've found and what we'll do.

Step 3 — Independent review

If you remain dissatisfied you may refer the matter to The Property Ombudsman (tpos.co.uk) for estate agency issues, or the Financial Ombudsman Service (financial-ombudsman.org.uk) for regulated mortgage advice.