Complaints Policy

Guardian Estates is committed to the highest standards of service and compliance. Our office is bound by the PRS.

We understand that sometimes things can go wrong and if they do we are committed to resolving problems with the minimum of inconvenience.

Our complaints procedure has been structured to ensure that any concerns are dealt with as quickly and efficiently as possible.

Should you require assistance with this process, please email us at guardian.estates@hotmail.co.uk

We have a standard procedure for handling complaints which is as follows:

1. Making a complaint

Our office is independently owned and operated and has a Director.

In the first instance your complaint should be directed in writing to the Branch Manager.

Your complaint will be acknowledged within 3 working days. The branch will conduct a full and thorough investigation and a full written response will be sent within 15 working days.

2. If you remain dissatisfied

If you feel the matter remains unresolved you should write to the Director at our office, explaining why you are unhappy with the response.

The Director will conduct a comprehensive review of your complaint and will give a final viewpoint in writing within 10 working days.

3. Independent redress

PRS

4. What next?

You will receive written confirmation from the PRS that your complaint form has been received. They will write to the office, enclosing a copy of your complaints form, and request their file and a statement describing their version of events.

The complaint will be reviewed by the PRS together with the response from the branch and a recommendation will be made to the PRS who will then make a final decision which is binding upon the branch in question.