Complaints Handling Procedure Eden Estates
At Eden Estates, we are committed to providing a professional, transparent and high-quality service to all our clients and customers.
We understand that occasionally things may go wrong. If you are unhappy with any aspect of our service, we welcome the opportunity to investigate your concerns and resolve matters fairly, promptly and professionally.
Our complaints handling procedure is designed to ensure that all complaints are taken seriously and dealt with in a consistent and transparent manner.
Stage 1 – Making a Formal Complaint
If you are dissatisfied with our service, please contact us in writing, providing as much information as possible about your concerns.
Email: support@eden-estates.co.uk
Website: www.eden-estates.co.uk
Please include your name, contact details, relevant property address, a description of your complaint and how you would like the matter to be resolved.
We will acknowledge receipt of your written complaint within 3 working days.
Your complaint will then be investigated, and we will provide a formal written response within 15 working days of receiving your complaint.
Our response will explain the outcome of our investigation and any actions we propose to take.
Stage 2 – Further Review
If you are dissatisfied with our initial response, you may request that your complaint be reviewed further.
Please explain why you remain dissatisfied and provide any additional information you would like us to consider.
Your complaint will be referred to a senior member of our team for further investigation.
We will acknowledge your request for a review within 3 working days and provide our final written viewpoint within 15 working days of receiving your request.
Our final response will explain our findings and confirm our position regarding your complaint.
Stage 3 – Independent Redress Scheme
If you remain dissatisfied after receiving our final written viewpoint, or if more than 8 weeks have passed since you first submitted your written complaint without resolution, you may refer your complaint to the independent government-approved property redress scheme of which Eden Estates is a member.
The relevant redress scheme provides an independent and impartial service for reviewing eligible complaints.
You will not be charged by the redress scheme for submitting an eligible complaint.
Please refer to the relevant scheme's rules for eligibility requirements and referral deadlines. Where applicable, complaints should normally be referred within 12 months of our final viewpoint letter.
Our Commitment to You
At Eden Estates, we aim to:
Treat every complaint seriously, fairly and confidentially.
Investigate concerns thoroughly and objectively.
Communicate clearly throughout the complaints process.
Respond within the timescales outlined above.
Take appropriate action where improvements are required.
Use feedback to continually improve our services.
Contact Eden Estates
If you wish to make a complaint, please contact us:
Eden Estates
Email: support@eden-estates.co.uk
Website: www.eden-estates.co.uk
We value your feedback and are committed to resolving complaints professionally and fairly.