Draft for approval
Proposed complaints procedure, 1 October 2026. Approve the response targets, independent reviewer and external escalation arrangements before publication.
Contact us
The House Exchange Ltd, company number 17436842. Registered office: C/O Walkers Accountants Ltd Suite 3 Aireside House, Royd Ings Avenue, Keighley, West Yorkshire, England, BD21 4BZ. Email: info@thehouseexchange.co.uk. Address complaints to Filip Kisely at info@thehouseexchange.co.uk, using “Complaint” in the subject, or write to the registered office for his attention. Raising a complaint does not require you to accept an offer.
What to include
Tell us your name, preferred contact details, the property concerned, what happened, relevant dates and the outcome you seek. Include relevant correspondence, but do not email unnecessary identity documents or bank details. Tell us if you need an accessible format or help explaining your concern.
Acknowledgement and investigation
Proposed service targets for approval: acknowledge within three working days of receipt, enclosing this procedure, and provide a written response within 15 working days of receipt. We will review the relevant records, seek your clarification where needed and explain our findings and any proposed remedy. If more time is needed, we will explain why and provide a revised response date.
Internal review
If you remain dissatisfied, reply explaining the unresolved points and request a review. Where possible, a person not involved in the original matter should review it. If the complaint concerns Filip Kisely, another suitable reviewer must be appointed. Proposed review target for approval: send a final written response within 15 working days of receiving the review request. Appoint the reviewer before adopting this procedure. The final response should address each outstanding point, explain the evidence and reasons, set out any remedy and identify any verified external route and referral deadline. If delayed, explain why and give a revised date.
External escalation
Our membership of a property redress scheme has not been confirmed. Before publication, insert the verified scheme name, membership details, eligibility, referral deadlines and contact information, or explain the applicable alternative resolution route. Do not state that The Property Ombudsman covers this business without verification. Its complaints guidance explains its process.
Privacy complaints and other rights
Privacy concerns can be sent to the same email address and may also be raised with the Information Commissioner’s Office. This procedure does not remove any legal rights or prevent independent advice. If court proceedings or other urgent deadlines are involved, do not wait for our complaints process before seeking advice.
Support and fair treatment
Proposed handling standards: record concerns raised verbally as well as in writing, and confirm the issues with the complainant rather than requiring them to start again. Offer reasonable communication adjustments and allow an authorised representative, with appropriate checks. Investigate fairly and do not disadvantage someone because they complained. These arrangements need staff ownership before launch.
Records
Record the complaint, investigation, correspondence and outcome. Restrict access to those who need it and apply the approved retention schedule. Review recurring issues to improve the service.