Ombudsman for Estate Agents Scheme

The Ombudsman for Estate Agents (OEA) Scheme

The OEA Scheme was set up to resolve disputes between Member Agents and actual or potential buyers and/or sellers of residential property in the UK.

The OEA has approval from the Office of Fair Trading (OFT) and benefits from close links with the National Association of Estate Agents (NAEA) and the Royal Institution of Chartered Surveyors (RICS).

online estate agent mousesale Commitment to Customer Satisfaction 

Customer Grievance Procedure.

1. Mouse Sale Ltd, as a Member of the Ombudsman for Estate Agents Scheme (Membership No. D02210), aims to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded, a Grievance Procedure has been introduced. This provides for the matter to be dealt internally and in the event that we are not able to deal with the matter to our mutual satisfaction, by reference to the Ombudsman for Estate Agents.

2. If you believe you have a grievance, please write in the first instance to Mrs Sue Garland Director at the address below.

3. Your grievance will be acknowledged within 3 working days, investigated thoroughly in accordance with established in-house procedures and a reply sent to you within15 working days of receipt of your letter.

4. If you are not satisfied with the outcome of our initial investigation, you are provide with a further opportunity to have the grievance reviewed by our Managing Director at our registered address.

5. In the event that the final review as detailed above still fails to satisfy your grievance, then you are at liberty to have the matter referred to the Ombudsman for Estate Agents, to whom information will be provided by this firm. You are also entitled to have your grievance referred to the Ombudsman should we fail to deal with matters expeditiously i.e. within 3 months from the date of written notification to ourselves.

Registered Address:

Mouse Sale Ltd
17 Brettenham Crescent
Ipswich
IP4 2UB.