Complaints

View the relevant departments key contact details and supporting complaints leaflets:

Residential estate agency sales

For complaints relating to buying and selling property.

Residential Complaints Team
Sequence (UK) Limited
Cumbria House, 16-20 Hockliffe Street
Leighton Buzzard
Bedfordshire
LU7 1GN


Mortgage Services

For complaints relating to Mortgage and Insurance Services (including Lettings Insurance).

Customer Relations Department
Sequence (UK) Limited
Cumbria House, 16-20 Hockliffe Street
Leighton Buzzard
Bedfordshire
LU7 1GN


Letting Services

If you have a LETTINGS complaint (relating to renting a property).

Sequence Residential Lettings
Customer Services
1st Floor
907 Walsall Road
Great Barr
Birmingham
B42 1TN


Complaints – taking it further…

If you have a LETTINGS complaint (relating to renting a property).

  • For RESIDENTIAL SALES and LETTINGS complaints - In the event that our company complaints procedure has been exhausted and you still remain dissatisfied please contact:
    The Property Ombudsman, Milford House,
    43-55 Milford Street, Salisbury, Wiltshire SP1 2BP
    Tel: 01722 333 306 Email: admin@tpos.co.uk Web: https://www.tpos.co.uk/

  • If your MORTGAGE SERVICES complaint is not dealt with to your satisfaction or we do not issue you with a Final Response within eight weeks, you may refer it to the Financial Ombudsman Service.
    The Financial Ombudsman Service provides a free and independent service for consumers and can be contacted at:
    The Financial Ombudsman Service
    Exchange Tower, Harbour Exchange Square, London E14 9SR
    Tel: 0800 023 4567 Web: https://www.financial-ombudsman.org.uk/

Under EU regulation, from 15 February 2016, for products and services bought online you have the right to refer any complaint to the Online Dispute Resolution platform (ODR) who can put you in touch with the right body to help resolve your complaint. The ODR will still refer you to the Financial Ombudsman Service as the alternative dispute resolution body. The Financial Ombudsman Service will refer you back to our complaints process unless you’ve already been through this. So you might prefer to go straight to the Financial Ombudsman Service after you’ve been through our complaints process. If you decide to use the ODR platform, when you complete the form online please include the following e-mail address as our contact point: customerrelations@sequencehome.co.uk.