Contact Us

Please feel free to contact us in person at the address below or call, email or fill out the contact form and we'll get right back to you.

269 Northolt Road, South Harrow, Middlesex, HA2 8HS

0208 4225222

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Complaints Procedure

In the rare occasion that you are not 100% satisfied with the service you receive from David Conway & Company then please let us know; we can only improve if we know what you feel we're doing wrong. We understand that everybody should be treated fairly, so we have our own complaints procedure. 

We will where appropriate, make reasonable adjustments for consumers who might be disadvantaged because of factors such as their age, infirmity, disability, lack of knowledge, lack of linguistic or numeracy ability, economic circumstances, bereavement or do not speak English as a first language

Our system is designed to ensure that any complaints are dealt with quickly and efficiently.

If you have a complaint, please put it in writing, including as much detail as possible.  We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).

Step 1:

Speak to your negotiator or manager

In order for your concern to be addressed as quickly as possible we ask that you first raise the issue verbally with the relevant member of staff or the office manager.
If you still aren't satisfied ...

Step 2:

Write to us

Your complaint will be acknowledged within three working days of delivery and an inquiry undertaken. We will send a formal written outcome of the investigation within 15 working days.

If you still aren't satisfied...

Step 3:

Write to the director(s)

If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff. We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.

Step 4:

Write to the The Property Ombudsman

Please let the Director(s) know that you are still dissatisfied and if after a final review the matter can not be resolved, we  will confirm your entitlement to raise the matter with The Property Ombudsman . Please note, you will need to submit your complaint to The Property Ombudsman within 12 months from the date of our final viewpoint , including any evidence to support your case.

The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.

The Property Ombudsman is an independent redress scheme is free of charge to consumer clients The Property Ombudsman - Milford House, 43 - 55 Milford Street, Salisbury, Wiltshire, SP1 2BP.

Tel: 01722 333306 Email:

All Client Money held by David Conway & Co Ltd is held in accordance with the guidance by RICS Professional Statement on Client Money.