If Something Has Gone Wrong
We take any complaint seriously. Our aim is to resolve issues quickly, fairly and in writing. The following procedure applies to all clients — sellers, landlords, buyers and tenants.
Email your complaint to info@thegrovelandscollection.com, marked "Formal Complaint", or write to: The Grovelands Collection LTD, 71-75 Shelton Street, Covent Garden, London WC2H 9JQ. Please include your name, the property address, a summary of the issue and the outcome you are seeking.
We will acknowledge your complaint in writing within 3 working days and issue a full written response within 15 working days.
If you remain dissatisfied with the Stage 1 response, you may request that the matter is reviewed by a Director. We will issue our final viewpoint letter within 15 working days of your review request.
If we have been unable to resolve the matter to your satisfaction within 8 weeks of you first raising it, you may refer your complaint to an independent redress scheme at no cost to you. Details of our scheme membership are available on our Regulatory & Compliance page.
The redress scheme will normally require you to refer the matter within 12 months of our final response. We encourage you to use the internal procedure first — the majority of complaints are resolved at Stage 1.
Last updated: September 2026.