Complaints Procedure
At Eden Row Estates, we provide a high standard of service to all our clients and customers.
We take pride in our professionalism, honesty, and commitment to excellence. However, we recognise that sometimes things can go wrong. When that happens, we want to hear about it – not only so we can put things right, but also to help us improve our services for the future.
Our aim is always to resolve concerns as quickly, fairly, and amicably as possible. In many cases, issues can be resolved directly by the agent you have been dealing with.
If you feel comfortable doing so, please raise your concern with your agent in the first instance, and they will do their utmost to resolve the matter promptly.
Stage 1 – Initial Complaint (Eden Row Estates Management Team)
If your concern cannot be resolved with your agent, please refer your complaint to our Management Team for formal review.
You can email your complaint to:
📧 [email protected]
We will acknowledge receipt of your complaint in writing within five working days of receiving it and provide you with a copy of this Complaints Procedure.
Your complaint will then be reviewed by a senior member of our management team, who will investigate the matter thoroughly – including reviewing your file and speaking with the agent involved.
A formal, written outcome of our investigation will be sent to you within 15 working days of our acknowledgment.
Stage 2 – Escalation (Final Review)
If you are not satisfied with our initial response, you may request that your complaint be escalated for a final review.
At this stage, your concerns will be reviewed by a senior manager or company director who has not been involved in the initial investigation.
We will write to you with a final response within 15 working days of receiving your request for escalation.
This will represent our final viewpoint on the matter.
Stage 3 – The Property Ombudsman (Independent Review)
If you remain dissatisfied after receiving our final response, or if we have not responded within 8 weeks of your initial complaint, you may refer the matter to The Property Ombudsman (TPO) for independent review.
You can contact TPO using the details below:
The Property Ombudsman
📧 [email protected]
📞 01722 333 306
🌐 www.tpos.co.uk
Important Information
- You must refer your complaint to The Property Ombudsman within 12 months of receiving our final written response.
- The Property Ombudsman will require that all complaints have first been through our in-house procedure before they can investigate.
Important Information
- You must refer your complaint to The Property Ombudsman within 12 months of receiving our final written response.
- The Property Ombudsman will require that all complaints have first been through our in-house procedure before they can investigate.
