Complaints And Feedback Procedure

Newington London Estates seek to provide the highest standard and professional conduct in all aspects of our service delivery to customers. It goes without saying that honesty and integrity are firmly embedded in our company culture and we are committed to providing the best possible service to our clients. In the unlikely event that you have reason to complain about any aspect of our service or staff, we have a complaints procedure in place so that anybody who wishes to seek help to have a matter resolved can do so through the channels set out below.

Please follow the procedure below and we are fully confident that we will provide a fair platform for you to express your concerns, and we will attempt to resolve your complaint with speed and efficiency.

Stage 1

Before making a formal complaint, please direct your concerns to the manager of the department you have been dealing with. Please call 020 7724 2233 and request to speak to the relevant manager. You should expect an acknowledgement of your complaint within three business days. In the event that your complaint is not resolved to your satisfaction, then you can proceed to make a formal complaint as detailed below.

Stage 2

At this stage you may put your complaint in writing to the following email: admin@newingtonestates.com. In order for us to be able to review the complaint we will require details of your concerns as well as the steps you have taken to try to resolve your complaint.
We will acknowledge receipt of your complaint within 3 working days. If you do not receive an acknowledgement, please contact us to ensure this has been received. Please then allow up to 14 working days from receipt of your complaint to receive a formal written outcome of the investigation. If we are not able to respond to you within 14 working days, or if we require more information to continue our investigation, we will contact you in writing to advise you when we will be able to respond.

Stage 3

Newington London Estates are a member of The Property Ombudsman. We fully expect your complaint to be resolved satisfactorily in-house, however, if you feel this has not been done you can approach the Property Ombudsman by following the below link:

 

https://www.tpos.co.uk/consumers/how-to-make-a-complaint

 

You will normally be required to follow the agent’s in-house complaints process up to its resolution before they can investigate. The postal address for TPOS is: Milford House, 43 – 55 Milford Street, Salisbury, Wiltshire, SP1 2BP and their contact number is 01772 333 306.

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