Have a Complaint?

Thousands of customers have sold their houses fast with House Buyer Bureau and have been thrilled with the results. Our team of house-buying experts go above and beyond to make every seller’s experience with us an easy and hassle-free one. But we acknowledge that we’re only human, and sometimes, we might fall short of your expectations.

But it’s the way we handle complaints that sets us apart from other house cash buyers. If you’re not happy with any aspect of your house sale, we encourage you to let us know so that we can put things right.

We’re proud to be one of the few house buyers recommended by The Advisory, and because we’re a member of the prestigious Property Ombudsman, you can rest assured that House Buyer Bureau will listen to your concerns.

Read our Code of Conduct here.

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How to Make a Complaint

If you wish to make a formal complaint:

  1. Send your complaint to us in writing either by post* or email.
  2. We will acknowledge receipt of your complaint within three working days.
  3. Once we have a record of your concerns, we will thoroughly investigate your complaint.
  4. We will provide a full response within 15 working days.

* Please address all letters of complaint to:

Customer Services
House Buyer Bureau
1 The Cornerstone
Market Place
Kegworth
Derbyshire
DE74 2EE
Still unhappy?

We’ll also advise how you can further pursue your complaint if you are not happy with our response. This will typically involve referring you to The Property Ombudsman, who will conduct an impartial investigation and either uphold or overturn our decision.

The House Buyer Bureau Price Promise

Remember that all of our cash offers are backed by the House Buyer Bureau Price Promise. 

  • We promise our formal offer won’t change — and in the rare event* that it does, we’ll give you £1,000 to walk away with.
  • We promise we will beat any competitor’s genuine purchase price.
  • We promise that if you choose not to sell to us, there will be no costs to you.

* We will only change our formal offer if something significant is found in the survey or legal issues arise with the sale.

Get in touch if you’d like to make a claim.

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