Complaints Procedure

In-House Complaints Procedure

We are committed to providing a professional service to all our clients and customers.
If something goes wrong, we want you to tell us about it – your feedback helps us improve our standards and service.

We will, where appropriate, make reasonable adjustments for consumers who might be disadvantaged because of factors such as age, infirmity, disability, lack of knowledge, language ability, bereavement, or financial circumstances.

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How to Make a Complaint

If you have a complaint, please put it in writing, providing as much detail as possible.
You can send your complaint by post or email to:

The Office Manager
Auckland Estates Limited (T/A Auckland Estates)
36 The Broadway, Darkes Lane, Potters Bar, EN6 2HW
📧 info@aucklandestates.com
📞 01707 664400

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What Happens Next

1. Acknowledgement
   We will send you written acknowledgement of your complaint within 3 working days of receiving it, enclosing a copy of this Complaints Procedure.
2. Investigation
   Your complaint will normally be investigated by our Office Manager, who will review your file and discuss the matter with any staff members involved.
   You will receive a formal written outcome of the investigation within 15 working days of us receiving your original complaint.
3. Further Review
   If you remain dissatisfied, you may request a further review by a senior member of management.
   We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.

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If You Are Still Not Satisfied

If you are still not satisfied with our final viewpoint (or more than 8 weeks have elapsed since your initial complaint), you may refer your complaint to The Property Ombudsman free of charge.

The Property Ombudsman
33 The Clarendon Centre, Dairy Meadow Lane, Salisbury Business Park, Salisbury SP1 2TJ
📧 admin@tpos.co.uk
📞 01722 333 306
🌐 www.tpos.co.uk
🌐 www.tpos.co.uk/consumers/make-a-complaint