CASTLE ESTATES 1982 LIMITED
Complaints Handling Procedure
Castle Estates 1982 Limited is committed to providing a professional, transparent and high-quality service to all clients and customers. However, we recognise that occasionally things may not go as expected.
If you are dissatisfied with any aspect of our service, we encourage you to tell us so that we can investigate and work towards a resolution promptly and fairly.
There is no charge for making a complaint.
How to Make a Complaint
All complaints must be made in writing and addressed to:
Chris Trenfield
Director & Designated Complaints Officer
Castle Estates 1982 Limited
112 Castle Street
Hinckley
Leicestershire
LE10 1DD
Email: [email protected]
Please include as much detail as possible, including relevant dates, names of staff members involved, and any supporting documentation.
What Will Happen Next?
Stage 1 – Acknowledgement
We will acknowledge receipt of your complaint in writing within three (3) working days of receiving it.
We will also enclose a copy of this Complaints Handling Procedure for your reference.
Stage 2 – Investigation
Your complaint will be investigated thoroughly. This will normally involve:
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Reviewing your file and correspondence
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Speaking to the member(s) of staff involved
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Examining relevant documentation
We will provide you with a formal written response outlining the outcome of our investigation within fifteen (15) working days of sending our acknowledgement letter.
Stage 3 – Final Review
If you remain dissatisfied with our initial response, you should contact us again in writing requesting a further review.
This review will be conducted by the Director (or, where appropriate, a senior member of staff not directly involved in the original matter).
We will write to you within fifteen (15) working days of receiving your request for a review, confirming our Final Viewpoint Letter.
Referral to The Property Redress Scheme
If you are not satisfied with our final response — or if more than eight (8) weeks have passed since your complaint was first made — you may refer the matter to our independent redress provider:
The Property Redress Scheme
Premiere House
1st Floor
Elstree Way
Borehamwood
WD6 1JH
Website: www.theprs.co.uk
Castle Estates 1982 Limited is a member of The Property Redress Scheme.
Membership Number: PRS040873
You must refer your complaint to the Property Redress Scheme within twelve (12) months of receiving our Final Viewpoint Letter and provide any supporting evidence.
The Property Redress Scheme requires that all complaints are first addressed through our in-house complaints procedure before an independent review can take place.
Client Money Protection
Castle Estates 1982 Limited holds Client Money Protection for our lettings and property management services.
Our Client Money Protection provider is:
Client Money Protect (CMP)
Membership Number: CMP012237
A copy of our Client Money Protection Certificate is available on our website or upon request.
Regulatory Compliance
Castle Estates 1982 Limited is registered in England & Wales.
Company Number: 14605891
Registered Office: 112 Castle Street, Hinckley, Leicestershire, LE10 1DD
Anti-Money Laundering Registration Number: XBML00000210142
We maintain a written record of all complaints received.