Complaints Policy

Angel Estates Limited Customer Complaints Handling Policy

Introduction:

At Angel Estates Limited, we are dedicated to delivering the highest standard of service to our valued customers. As a proud member of The Property Redress Scheme, we have implemented a comprehensive complaints handling policy to ensure your interests are prioritized and protected. This policy outlines the procedures for addressing complaints related to our Estate Agency, Residential Lettings, and Property Management services.

Making a Complaint:

Residential Estate Agency / Residential Lettings & Property Management

Stage One – Sales or Lettings Manager:

• Direct all complaints to the manager of the relevant branch.
• The manager will strive to resolve the complaint within five working days from receiving notification.
• If the issue persists, proceed to Stage Two.

Stage Two – Office Manager:

• Submit a written complaint to the office manager of the respective branch.
• The office manager will acknowledge your escalation within three working days.
• A comprehensive written response summarizing investigations and actions taken will be provided within fifteen working days.
• If dissatisfaction persists, proceed to Stage Three.

Stage Three – Director:

• To escalate further, address your concerns in writing to the finance director at Angel Estates Limited, either via the company’s address or @angelestatesltd.co.uk.
• The finance director will acknowledge your letter within three working days.
• A thorough review of your complaint, including background investigations, will be conducted within fifteen working days.
• The director will furnish a written response detailing findings and recommendations, providing the ‘final viewpoint.’
• If further resolution is sought, proceed to Stage Four.

Stage Four – The Property Redress Scheme (PRS):

• Following receipt of the final viewpoint letter, if satisfaction is not attained with the proposed resolution, approach The Property Redress Scheme (PRS).
• The final viewpoint letter will contain details on how to contact PRS, including a link to their consumer guide at www.theprs.co.uk.
• Contact PRS within 12 months of receiving the final viewpoint letter.
• Please note that PRS will only consider complaints after our internal complaints procedure has been exhausted.

Contact Information:

Angel Estates Limited [Branch Address] [Branch Contact Details]

Finance Director: [Director’s Name] Email: @angelestatesltd.co.uk

Note:

• Adhering to the outlined stages in this policy is essential.
• The Property Redress Scheme (PRS) will only consider complaints after our internal procedure is completed.
• PRS must be contacted within 12 months of receiving the final viewpoint letter.
• Details on how to contact PRS are provided in the final viewpoint letter.