How to File a Complaint?
Our Complaints Procedure ensures a fair, transparent, and timely process to address your concerns. We are committed to resolving issues efficiently, protecting your rights, and providing clear guidance on escalating unresolved complaints to the Property Ombudsman.
Our Commitment to Fair & Transparent Complaint Resolution
We have established a complaints procedure to address any concerns or complaints you may have. We aim to resolve grievances and enhance our professional services, including property management. Rest assured that all complaints will be thoroughly investigated, and there will be no charge to you, the consumer, for this process. Your legal rights remain unaffected throughout the procedure.
Our Process
Renting, buying, or letting a property can sometimes bring challenges. At Estate Agents Ilford, our simple and transparent complaint process ensures your concerns are handled fairly and efficiently.
Step 1
Speak to the Person You’ve Been Dealing With
Raise your concern with the staff member handling your matter. They will review your issue carefully and try to resolve it promptly within 24 working hours.
Step 2
Submit a Detailed Written Complaint
If the issue remains unresolved, provide a clear, detailed written summary of your concerns. We will acknowledge it within 3 working days, investigate carefully, and respond within 15 working days.
Step 3
Escalate to The Property Ombudsman
If you are still dissatisfied, you can refer your complaint to The Property Ombudsman for an independent review, ensuring fair resolution and any necessary actions or compensation.
Please note the following
You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.
The Property Ombudsman requires that all complaints be addressed through this in-house complaints procedure before being submitted for an independent review.
For any questions about our complaint handling or other services, such as guaranteed rent or block management, please don’t hesitate to contact us. We are here to provide clear and professional support every step of the way.
Submit Your Complaint
Have a concern about our services? Please fill out the form below, and our team will review your complaint promptly and guide you through the resolution process.