Complaints
If something goes wrong, here is how we put it right.
We would rather hear about a problem than have you live with it. This is the procedure we follow, with the timescales we hold ourselves to.
Last updated 23 September 2026.
Draft. This page is a working draft written to reflect how we operate. It will be reviewed by our solicitor before launch and updated with our registered company details.
Step one: tell us
Email admin@nextdayoffer.co.uk with the word complaint in the subject line, or tell the person you have been dealing with and ask them to log it, or request a call back from our contact page and say it is a complaint. Tell us what happened and what you would like us to do about it. We acknowledge every complaint in writing within three working days.
Step two: we look into it
A director who was not involved in the matter reviews it. We may ask you for more information. We send you a full written response within fifteen working days of receiving the complaint, setting out what we found and what we propose. If we need longer, we tell you why and when you will hear from us.
Step three: if you are not satisfied
Tell us within a further ten working days and the complaint is reviewed again at director level. You will receive our final written response within fifteen working days of that.
Step four: the independent ombudsman
We are applying to join The Property Ombudsman, which gives sellers a free, independent route when a complaint is not resolved. Once our membership is confirmed we will list the membership number here, and you will be able to refer a complaint to them.
Until then, if you are still not satisfied after our final response, you can get free, independent advice from Citizens Advice.
Our commitments
Whatever the outcome, we will:
- Treat you courteously and take the complaint seriously.
- Keep a record of every complaint and what we did about it.
- Never treat you differently, or withdraw an offer, because you have complained.
- Learn from it and change how we work where we need to.