Complaints Procedure

At Zoom Property Buyer, customer service is at the heart of everything we do. We understand that selling a property can be stressful, and we strive to make the entire process as smooth and stress-free as possible. However, we recognize that sometimes things can go wrong, and we welcome complaints as opportunities to enhance our service. We will investigate any complaint thoroughly and transparently, aiming to resolve matters promptly and to your satisfaction.

Initial Steps

Often, a discussion with a manager can resolve any issues or concerns. If the manager is unable to resolve your complaint to your satisfaction, you can formalize your complaint by sending it via email or post to:
Phone: 0333 880 4362
Post: Client Care,
Zoom Property Buyer
62-66 Deansgate
Manchester, M3 2EN
Our Resolution Process
1. Immediate Resolution:
   – If you call us, we will make every effort to resolve the matter during the call.
2. Written Complaints:
   – If you submit your complaint in writing, we will acknowledge receipt within 3 working days. We will inform you of who will be investigating your complaint and when you can expect a reply.
3. Investigation:
   – We will investigate your complaint and provide a formal written response addressing your specific concerns and proposing resolutions where appropriate.
Escalation to The Property Ombudsman
If you remain dissatisfied after the final stage of our in-house complaint procedure (or if more than 8 weeks have passed since you first made your complaint), you can request an independent review from The Property Ombudsman at no cost. You must submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.
The Property Ombudsman
Milford House
43-55 Milford Street
Phone: 01722 333306
Download the Code of Practice for Residential Property Buying Companies here: [](