Complaints procedure
Last updated: February 2026
If something has gone wrong, we want to hear about it. This is how to raise a complaint and what will happen next.
How to complain
Email enquiries@housebuyingexperts.co.uk with "Complaint" in the subject line, or write to us at Collingwood Buildings, 38 Collingwood Street, Newcastle upon Tyne NE1 1JF. You can also call 0191 922 2920 and ask to raise a formal complaint.
Please include the property address, what happened, and what you would like us to do.
What happens next
We will acknowledge your complaint in writing within three working days.
We will investigate and send you a written response within 15 working days. If we need longer, we will tell you why and give you a revised date.
If you are still unhappy
Tell us and a senior member of the team who has not been involved will review the case and issue a final response.
You may also seek independent legal advice or refer the matter to any redress or trade body we are a member of at the time of your complaint.