Complaints procedure.

Raise your concern.

You can speak to me on 020 8998 0009. To make a formal complaint, please write to me by email or post:

Please include your contact details, the property concerned, what happened and when, any supporting documents, and how you would like the matter resolved. If you need help putting your complaint in writing, please let me know.

What happens next.

I will acknowledge your written complaint within three working days. I will review the relevant records and each point you raise, and send a full written response within ten working days of that acknowledgement.

If I need more time, I will explain why and give you an expected response date. My response will set out my findings, the reasons for them and any action proposed.

If you believe I have missed something, please explain what remains unresolved. I will consider any further information and confirm my final response in writing.

Independent review.

Saints Estate Consultancy is a member of the Property Redress Scheme, which provides independent redress free of charge to consumers.

If your complaint remains unresolved after eight weeks from receipt of your written complaint, you can refer it to Property Redress. The scheme may accept an earlier referral following a final response or in other circumstances set out in its conditions.

You should contact the scheme within twelve months of your last communication with me about the complaint. Acceptance is subject to the scheme’s conditions.

Property Redress: guidance and making a complaint (opens in a new tab)
0333 321 9418