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Ensum Brown is committed to providing a high‑quality service across our sales and lettings operations. If something goes wrong, we want to know about it so we can put things right and improve our service.
This Complaints Procedure applies to all services provided under the Ensum Brown trading name by:
It covers both sales and lettings services. The redress scheme used will depend on the service you received (see Stage 3).
Stage One – Internal Complaint Handling
If you wish to make a complaint, please contact us in writing and provide as much detail as possible. We will acknowledge your complaint within 3 working days.
Your complaint will be investigated by the relevant manager, who will provide a written response within 15 working days of acknowledgement.
If we need more time to investigate, we will let you know and explain why.
Stage Two – Senior Review
If you are not satisfied with the Stage One response, you may request a further review by a senior member of the Ensum Brown team.
We will acknowledge your escalation within 3 working days and issue a final written response within 15 working days.
This is our Final Viewpoint Letter, which you will need if you choose to escalate your complaint to a redress scheme.
Stage Three – Independent Redress Scheme
If you remain dissatisfied after completing our internal complaints process, you may refer your complaint to the appropriate redress scheme.
Sales Complaints → The Property Ombudsman (TPO)
If your complaint relates to sales, you may escalate it to:
The Property Ombudsman Website: www.tpos.co.uk Email: admin@tpos.co.uk Telephone: 01722 333 306
You must refer your complaint to TPO within 12 months of receiving our Final Viewpoint Letter.
Lettings Complaints → The Property Redress Scheme (PRS)
If your complaint relates to lettings, you may escalate it to:
Property Redress Scheme Website: www.theprs.co.uk
Email: info@theprs.co.uk
Telephone: 0333 321 9418
You must refer your complaint to PRS within 12 months of receiving our Final Viewpoint Letter.
Propertymark Conduct Referral
In addition to the redress schemes above, conduct issues can also be referred to Propertymark if you remain dissatisfied following internal dispute resolution attempts.
Propertymark Website: www.propertymark.co.uk/professional-standards/complaints
Email: complaints@propertymark.co.uk Telephone: 01926 496 800
Contact Details for Complaints
All complaints should be submitted in writing to:
Ensum Brown Hardcastle Burton Lake House Market Hill Royston Hertfordshire SG8 9JN
Email: enquiries@ensumbrown.com
Thinking of selling or letting? Enter your details and we’ll contact you to arrange a meeting with one of our property experts.
