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Complaints Procedure

Internal Complaints Procedure

Company Name


Trading names (if different)

Fine and Country

We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

The Fine and Country network comprises independent estate agents to whom we grant a licence to use the Fine and Country brand. Each Fine and Country location will have their own complaints process and will be a member of one of the two Government approved redress schemes. This complaints process will be available on the microsite for the individual Fine and Country location.

In the first instance you should contact the Fine and Country location and set out your concerns as stated in their compliance process.

If you require any help with this process or wish to inform us of any other concern then please write to us as follows.

Name: Paul Offley

Position: Group Compliance Officer

Email: paul.offley@nurtur.group

We will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.

We will then investigate your complaint. We will review your file and speak to any members of our team who were involved. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.

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