Residential Estates

Complaints Policy

At Residential Estates, we are committed to providing the highest standard of service to our clients and customers. However, there may be occasions when our service does not meet your expectations.

This guide explains how you can make a complaint and how we will deal with it.

Step 1 – Let Us Know

If you are unhappy with any aspect of our service, please let us know as soon as possible.

To help us investigate your concerns fully and fairly, we recommend that complaints are made in writing and include:

  • Your full name and contact details

  • Details of the issue or service you are unhappy about

  • The property address (if relevant)

  • What you would like us to do to resolve the matter

You can contact us using one of the following methods:

Email:
sales@residential-estates.co.uk

Post:
Residential Estates
Kinnerton House, Bell Meadow Business Park, Pulford, Chester, CH4 9EP

Telephone: 01244 343355

Step 2 – Acknowledgement

Once we receive your complaint:

  • We will acknowledge your complaint in writing within 3 working days.

  • Your complaint will be assigned to a member of our team who will be responsible for investigating the matter.

  • The acknowledgement will confirm who is handling your complaint and the next steps in the process.

Step 3 – Investigation & Response

We will carry out a full and fair investigation into your complaint.

  • You will receive a formal written response within 15 working days of our acknowledgement.

  • If we require additional time (for example to obtain information from third parties), we will write to you explaining the reason for the delay and provide an updated timeframe.

If you have any questions during the investigation, you may contact the person named in your acknowledgement letter.

Step 4 – If You Are Not Satisfied

If you feel that your complaint has not been fully addressed after our initial response, please let us know.

Your complaint will then be escalated for a second and final review by a senior member of the team who has not previously been involved in the investigation.

  • We will acknowledge your request for escalation within 3 working days.

  • We will provide a final written response within 15 working days of your escalation request.

This final response will set out our position and confirm whether we believe the complaint has been resolved.

Step 5 – Independent Redress

If we are unable to resolve your complaint to your satisfaction, or if a “deadlock” is reached at the end of our internal complaints procedure, you may refer the matter to our independent redress scheme:

The Property Ombudsman

Milford House
43–55 Milford Street
Salisbury
Wiltshire
SP1 2BP

Telephone: 01722 333 306
Email: admin@tpos.co.uk
Website: www.tpos.co.uk

You must refer your complaint to The Property Ombudsman:

  • Within 12 months of receiving our final response, and

  • After completing our internal complaints procedure.

Our Commitment

Residential Estates is committed to:

  • Handling complaints fairly, transparently and promptly

  • Investigating all concerns objectively and thoroughly

  • Learning from complaints to continually improve our service