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Making a General Complaint

All complaints are recorded at the time they are made and must be made to the member of staff concerned. 

If the complaint cannot be satisfied at this point the complaint should be made in writing to  Alexandra Coenen by email: alexandracoenen@intercounty.co.uk or in writing to

Intercounty, 21 North Street, Bishop’s Stortford, Herts CM23 2LD

All written complaints will be acknowledged in writing either by postal letter or e-mail within 3 working days and a proper investigation promptly undertaken. 

A formal written outcome of this investigation will be sent to the Complainant within 15 working days

If the Complainant remains dissatisfied they can then pursue the complaint in writing via  the Sales Director – Andrew Kershaw by email andrewkershaw@intercounty.co.uk or by postal letter to the same address above. This should provide the opportunity for a speedy, separate and detached review of the complaint by someone not directly involved in the transaction.  Such a review will be sent to the Complainant within 15 working days.

Following the conclusion of the investigation a written statement expressing final views and including any offer made will be sent to the complainant.  This will also explain how the matter can be referred to the Ombudsman, pointing out that any such referral must be made within 12 months.

Please be aware that a complaint cannot be sent direct to the Ombudsman without first following the internal complaints procedure.

Making a Lettings Complaint

All complaints are recorded at the time they are made and must be made to the member of staff concerned. 

If the complaint cannot be satisfied at this point the complaint should be made in writing to  Alexandra Coenen by email: alexandracoenen@intercounty.co.uk  or in writing to

Intercounty,  21 North Street, Bishops Stortford, Herts CM23 2LD

All written complaints will be acknowledged in writing either by postal letter or e-mail within 3 working days and a proper investigation promptly undertaken. 

A formal written outcome of this investigation will be sent to the Complainant within 15 working days

If the Complainant remains dissatisfied they can then pursue the complaint in writing via  the Lettings Directors – James Sutton (jamessutton@intercounty.co.uk) and Caroline Rutherford (carolinerutherford@intercounty.co.uk) or by postal letter to the same address above. This should provide the opportunity for a speedy, separate and detached review of the complaint by someone not directly involved in the transaction.  Such a review will be sent to the Complainant within 15 working days.

Following the conclusion of the investigation a written statement expressing final views and including any offer made will be sent to the complainant.  This will also explain how the matter can be referred to the Ombudsman, pointing out that any such referral must be made within 12 months.

Please be aware that a complaint cannot be sent direct to the Ombudsman without first following the internal complaints procedure.