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Complaints Procedure

Kingsley Estates Complaints Procedure

At Kingsley Estates, we strive to provide the highest standard of service to our clients. However, if you are dissatisfied with the service we have provided, we want to resolve any issues as quickly and fairly as possible. This document outlines our complaints procedure.

1. Informal Resolution

If you are unhappy with any aspect of our service, we encourage you to contact us directly. In many cases, issues can be resolved quickly through informal communication.

2. Formal Complaint Submission

If you are not satisfied with the informal resolution or wish to make a formal complaint, please follow these steps:

  • Step 1: Write to us, clearly stating your complaint, including all relevant details such as:
    • Your name and contact details
    • The address of the property (if applicable)
    • A description of the issue or concern
    • Any supporting documentation or evidence
  • Step 2: Send your formal complaint to our Director:

We will acknowledge receipt of your complaint within 7 working days and will begin an investigation into the matter.

3. Investigation Process

We take all complaints seriously and aim to resolve them promptly. Our complaints team will:

  • Review your complaint thoroughly
  • Gather any relevant information and evidence
  • Investigate the issue in line with company policy
  • Contact you within 15 working days to provide an update or resolution

If your complaint is more complex and requires additional time to investigate, we will notify you of any delays and provide an estimated timeframe for resolution.

4. Final Response

Once the investigation is complete, we will send you a Final Response letter, outlining the outcome of the investigation. This letter will include:

  • A summary of the complaint
  • The findings of our investigation
  • Any action we will take to resolve the issue (if applicable)
  • Information about your right to escalate the complaint to an external redress scheme if you are dissatisfied with our response

5. External Redress Scheme

If you are not satisfied with the outcome of your complaint, you can refer the matter to an independent third-party redress scheme. Kingsley Estates is a member of the following redress schemes:

  • The Property Ombudsman (TPO)

To escalate your complaint you must do so within 12 months of receiving our Final Response letter.

How to Contact the Ombudsman:

You can find more information about the redress scheme at their respective websites.

6. Monitoring and Continuous Improvement

We are committed to improving our service based on the feedback we receive. All complaints will be reviewed internally, and we will use this information to improve the way we deliver services to our clients.

Contact Us

For any queries or to discuss your complaint further, please contact: