Our complaints procedure
We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below.
If you’re not completely happy with our service, we’d like to hear about it so we can put it right.
We want to make it easy for you to tell us about your complaint.
Give your complaint the attention it deserves.
Resolve your complaint without delay.
Make sure you are satisfied with how your complaint was resolved.
If you’re not satisfied with any aspect of our service, contact our Director Anwar Al Daoud.
You can write to:
Anwar Al Daoud
60 Upper Montagu Street
We aim to solve your concern straight away, but we may need to investigate your complaint internally first. We will acknowledge receiving your complaint in writing within three working days.
In most cases, complaints are dealt with within 15 working days, when we will send you a letter or email explaining the outcome. If you’re still unhappy, you can ask for your complaint to be reviewed at a higher level within Newington London Estates Ltd. The Chairman will review your complaint and will aim to give you a full response within 15 working days. If the investigation is likely to take longer, he will keep you fully informed of his progress.
Write to the Chairman at the address below. Give the details of your complaint and what you would like us to do to resolve matters.
60 Upper Montagu Street
Once the Compliance Officer has investigated your complaint, Newington will send you a letter expressing our final view. This will include details of any offer we are willing to make. It will also advise you that you are entitled if you remain dissatisfied to refer the matter to The Property Ombudsman within twelve months for a review. Please note that the Property Ombudsman will only review complaints made by consumers.
Please note the following:
You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.
The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.