Up Estates is committed to providing the highest level of service which is focussed on being professional and fully transparent to all Clients and Customers. If you are not happy with the level of service that you have received from please let us know so that we can investigate and look to find a prompt resolution.
All complaints must be made in writing setting out the full details of the complaint and addressed to:
Chris Maughan
Up Estates
6 Orchard Court,
Binley Business Park,
Coventry,
CV3 2TQ
chrism@upestates.co.uk
Once a complaint is received we will acknowledge it within three working days. We will also enclose a copy of our Complaints Handling Procedure for your reference.
We conduct a full internal investigation on the complaint with a full written response being sent to you within 15 working days of receipt of the complaint.
In the event that you remain dissatisfied with the response and we have confirmed that it is not our final viewpoint then you can respond to Up Estates to explain why you are not satisfied and request our final response.
We will then provide you with our final viewpoint letter which will be sent to you within 8 weeks. This letter will include – information about how the matter can be referred to the Ombudsman and that referral to the Ombudsman must be done within 6 months of the date of the final letter. Separate to this a complaint can also be raised to Propertymark which we are also members of.
Should you remain dissatisfied after receiving our final viewpoint letter, you can refer your complaint to:
The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
SP1 2BP
01722 333 306
www.tpos.co.uk
Please be aware that you have up to 12 months from the date of the final viewpoint letter to refer your complaint to the Property Ombudsman in writing of the date of our final viewpoint letter.
