Complaints Procedure


Newton Fallowell is a franchise organisation with over 35 offices across the Midlands

Each and every Newton Fallowell office is a locally owned business and not a subsidiary or sister company of Newton Fallowell Ltd.

Newton Fallowell franchise offices are focused on our core principles of being professional, being a specialist and providing exceptional customer service to our clients.

In the unlikely event you wish to make a complaint, you should, in the first instance put this in writing to the Franchise Owner of the Newton Fallowell office you are having an issue with. Depending on the nature of the issue our offices may not be able to resolve it as quickly as they would like. If this is the case, the Franchise Owner will acknowledge your complaint within 3 working days and then respond to your complaint after they’ve had an opportunity to fully investigate, within 14 working days.

Hopefully your complaint will be resolved to the satisfaction of all parties but if this is not the case or you are not happy with the response you receive you should be made aware that it is a requirement that each Newton Fallowell office belongs to one of three government approved independent redress schemes, to which you can refer the complaint.  An independent redress scheme is an impartial service for resolving disputes between consumers and agents.

The three government approved redress schemes are;

Please be aware the complaint must be referred to the Property Ombudsman within 12 months of the final viewpoint made by the office.

If you are unsure which redress scheme the franchise you are complaining about is a member of, please either contact your local office who will assist in this matter or find the redress scheme for each office at the bottom of their branch website page for the specific branch. https://www.newtonfallowell.co.uk/branches