Complaints Procedure

If something has gone wrong, I want to hear about it and put it right. This is the process, in plain English.

Step 1: Tell me

Contact Grant Boonzaier directly at grant.boonzaier@expuk.com or 01476 848 008. Most issues are resolved with a conversation. Your complaint will be acknowledged within 3 working days.

Step 2: Formal written complaint

If you are not satisfied, put your complaint in writing to grant.boonzaier@expuk.com. You will receive a full written response within 15 working days.

Step 3: eXp UK review

If you remain unhappy, your complaint can be escalated to eXp World UK Limited for an independent internal review, with a final viewpoint letter issued within 15 working days of escalation.

Step 4: The Property Ombudsman

If the matter is still unresolved after eight weeks, or you have received the final viewpoint letter, you can refer your complaint free of charge to The Property Ombudsman (tpos.co.uk) within 12 months. As a member, I am bound by their decision process.