Complaints Procedure

Here at KW Toby Box (Box Estate Agency Ltd) we are committed to providing a world class experience to all of our clients and all parties that have interaction with our business.

When something does happen that doesn’t meet our usual high standards, we need you to tell us about it so we can improve for the future.


If you do have a complaint, or just some comments on how we can improve, please put it in writing. Include as much detail as possible. We have eight weeks to consider your complaint but hope to get back to you as soon as we possibly can once we have completed our investigation.


If we have not been able to resolve your complaint within this time you may refer your complaint to The Property Redress Scheme.


What will happen once we have received the complaint?


1. We will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.
2. We will then investigate your complaint. This will be dealt with by the Director. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.
3. We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
4. If you are still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Redress Scheme without charge.

I really hope that we can resolve the matter to your satisfaction. If we can’t, you can then contact The Property Redress Scheme to request an independent review:


The Property Redress Scheme – https://www.theprs.co.uk/
Tel: 0333 321 9418


Please note the following:
You will need to submit your complaint to The Property Redress Scheme within six months of receiving our final viewpoint letter, including any evidence to support your case.