Complaints Procedure – Estate Agency


We are committed to providing a high-quality service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

Munro & Noble Group Limited is a member of the Property Redress Scheme, Membership Number: PRS026873

The Property Redress Scheme (PRS) is a government backed scheme which provides a mediation and resolution service for consumers. However, before you escalate your complaint to the PRS you must show that you have tried to resolve the matter with the Agent first and have allowed a minimum of 8 weeks after making a complaint for the member to respond. The PRS regard this timeframe as a reasonable to allow the Agent to try and resolve the complaint first.

Procedure for complaints

Stage 1: Raise your complaint to the agent

If you have a complaint about our service, or about the service of a contractor or third party who we have instructed to provide goods or services in relation to a property owned by or occupied by you, please write down the details of your complaint.

Stage 2: Writing your complaint letter

  • Raise your complaint as soon as you become aware of an issue.
  • Detail every issue you have and back this up with evidence. For example, if you have received a lack of communication, you will need to refer to the correspondence that has not been responded to.
  • Clearly state the resolution you seek.

Send your letter to The Estate Agency Manager

  • For Inverness & Dingwall – Munro & Noble Group Limited, 26 Church Street, Inverness, IV1 1HX
  • For Wick & Tain – Munro & Noble Group Limited, 22 Bridge Street, Wick, KW1 4NG

Or email:

On receipt of your complaint, we will adhere to the following procedure: –

  • We will acknowledge receipt of your complaint in writing within 5 working days of receiving it, giving you a named contact who will be dealing with the complaint.
  • In many cases additional information may be required to clarify the complaint and how the issue can be rectified. So, do not be alarmed if the matter has not been resolved with one response.

Stage 3: Responding to your Complaint

Your named contact will then investigate your complaint.

Once investigated, we will send you a detailed written reply, including any suggestions for resolving the matter. This will be completed within 10 working days of us receiving full details of your complaint.

NOTE: Occasionally, circumstances beyond our control may prevent us from meeting this timeframe, such as:

  • Office closures for public holidays.
  • Staff shortages due to adverse weather or illness.
  • Unavailability of a required third party (e.g., contractor, landlord, tenant).
  • Restricted access to the property.
  • Unavailability of a key staff member.

If we are unable to respond within this timeframe, we will notify you and provide an estimated response date.

Stage 4: If you are unsatisfied with the agent’s reply

Upon receipt of our response under Stage 3 above, if you are still not satisfied, you can contact us again in writing and we will arrange for a senior manager to review the decision.

Stage 5: Senior management review

Our senior manager will write to you within 10 working days of us receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

Raising your complaint for external mediation

If a satisfactory resolution has not been achieved with 8 weeks, please forward your complaint to the Property Redress Scheme.

Keep records:

  • If you receive any letters from your agent, keep them.
  • Keep a log of any other phone calls you make or receive with the agent: date and time and the caller’s name or the person(s) you speak to.

This is an important step because if the matter remains unresolved and you would like the PRS to help resolve the complaint, they will need evidence of what has happened.

Property Redress Scheme (PRS)

The Property Redress Scheme is open 9am to 5:30pm Monday to Friday. Contact details are:

Property Redress Scheme
Premiere House,
1st Floor, Elstree Way,
Borehamwood, WD6 1JH 

Telephone: 0333 321 9418

The PRS state that: ‘Supposition, assumptions and speculation is not sufficient to satisfy the Scheme that a statement is correct and although the Scheme makes their decisions on the balance of probabilities, the Complainants have to support their position with documentation.’

Other complaints procedures

Citizens Advice:              03444 111 444               Monday – Friday 9:00am – 5:30pm

In accordance with the GDPR guidelines, we will retain (in electronic or paper form) all correspondence about your complaint for five years.

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