Complaints Procedure

At Managing Estates, we are committed to delivering a high standard of service. However, we understand that sometimes things may not go as expected. If you have a concern or complaint, we encourage you to let us know so that we can address it promptly and fairly.

 

Stage 1 – Initial Complaint

  • All complaints should be submitted in writing (via email or letter) to ensure we have a clear record of your concerns.
  • Your complaint will be acknowledged within 10 working days of receipt.
  • It will then be passed to the relevant Property Manager, who will review the matter and provide a full response within 30 working days of the acknowledgement date.

If you remain dissatisfied after receiving the Property Manager’s response, you may escalate your complaint to Stage 2.

 

Stage 2 – Escalation to Director

  • If you wish to escalate, please confirm this in writing, stating why you are dissatisfied with the Stage 1 response.
  • Your complaint will then be reviewed by a Director.
  • The Director will issue a formal response within 30 working days of acknowledging your escalation.

If you are still not satisfied after this stage, you may escalate your complaint to the Managing Director.

 

Stage 3 – Escalation to Managing Director

  • The Managing Director will undertake a final internal review of your complaint and all prior correspondence.
  • A final response will be issued within 30 working days of acknowledging your Stage 3 escalation.

If, after receiving this final response, you remain dissatisfied, you may refer your complaint to our independent redress scheme.

 

Stage 4 – Independent Redress

If you are not satisfied with the final response from Managing Estates, or if eight weeks have passed since your initial complaint without resolution, you have the right to refer the matter to our independent redress scheme:

The Property Ombudsman (TPO)

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

📞 01722 333 306

🌐 www.tpos.co.uk

You must refer your complaint to The Property Ombudsman within 12 months of receiving our final response.

 

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