Complaints Procedure

Hawes & Co is a member of The Property Ombudsman Scheme (TPOS) and we aim to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded we have the following complaints procedure in place.

The aim of this process is to resolve all customer issues or concerns as quickly as possible. In the majority of cases we hope that any issues can be resolved quickly and amicably to customers’ satisfaction at branch level.


Branch Managers of Estate Agency and Allied Matters


Ms S Walker                              26 Coombe Road, New Malden, KT3 4QF  0208 949 5856

Mr G McHugh                            67 Victoria Road, Surbiton, KT6 4NR        0208 390 6565

Mr S Ashby                                6 High Street, Wimbledon, SW19 5DX      0208 946 6547

Mr J Gordon                               91 The Broadway, Wimb. SW19 1QE        0208 542 6600

Mr J A Cooper                            66 Coombe Lane, Raynes Pk SW20 0LA    0208 946 3000

Ms N Ashworth                           29 High Street, Thames Ditton KT7 0SD    0208 398 2500

Office Lettings Managers

Mr T Paul                                   67 Victoria Road, Surbiton, KT6 4NR        0208 399 5522

Ms N Cartwright                         6 High Street, Wimbledon, SW19 5DX      0208 944 5110

          Stage One – Branch Manager

Where your complaint is initially made orally, you will be requested to send a written summary of your complaint to the Branch Manager of the estate agency branch you have been dealing with. We will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure. Only written complaints will be dealt with under this procedure and they will endeavour to liaise with you quickly and resolve your complaint promptly. A formal written outcome of our investigation will be   sent to you no later than 15 working days of sending the acknowledgement letter.

Stage Two – Managing Director/Lettings Director

If, after you have dealt with the Branch Manager, you remain dissatisfied you may address your concerns, in writing to the Managing Director, Richard Gee for Sales complaints or the Lettings Director, Lawson Hewett for Lettings and Management complaints. They will respond within 15 working days of receiving your request for a review. They will confirm our final viewpoint.


The address to write to is:

Richard Gee/Lawson Hewett

Hawes & Co

67 Victoria Road





Stage Three – The Property Ombudsman

If you still remain dissatisfied with the outcome of your complaint after dealing with the Directors, and once you have received a Final Viewpoint letter from the Director concerned, you may approach The Property Ombudsman.

Details of how to contact The Property Ombudsman will be contained within the Final Viewpoint letter sent as the final response to your complaint. Information can also be found online at

  • You must make your complaint to The Property Ombudsman within 6 months of the date of our Final Viewpoint letter.
  • The Property Ombudsman will not consider your complaint until our internal complaints procedure has been exhausted and you have received our Final Viewpoint letter.