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Customer complaints procedure

We aim to put it right.

We are committed to delivering the highest level of service — but if something does go wrong, we aim to work swiftly and fairly to put it right.

By letting us know when you have a problem, we can work with you to understand what’s happened. This guide tells you how to make us aware of your concerns so we can address them quickly and professionally — first informally, then through our formal complaints procedure, and ultimately through independent redress should you remain unhappy with the outcome.

Step one

How to report a complaint.

The first thing you need to do is contact us and let us know what part of our service you are unhappy with. You can report your concerns to us by phone, in writing by post, or by email.

We will aim to resolve any issues immediately — however if this is not possible, your concerns will be escalated to a manager, who will investigate the matter formally.

Step two

What happens next.

When we receive your complaint, we’ll move through the timeline below.

  1. Within 3 working days

    We send you a written acknowledgement which outlines who is responsible for investigating the issues raised.

  2. During the investigation

    We collate as much information as possible and liaise with the various departments involved to establish all the facts.

  3. Within 15 working days

    We send you a detailed response informing you of the outcome and ask if the suggested resolution is satisfactory. If we need more time, you will receive a written explanation for the delay.

Confidentiality

All complaints are kept confidential and will be dealt with fairly. If we do not hear from you within eight weeks of our response, we will assume the matter has been resolved and the complaint will be closed.

Step three

Escalating the complaint.

Let us know if you feel your complaint has not been fully addressed. Your concerns will be acknowledged within three working days of receipt and your complaint will be re-reviewed by a senior staff member.

Where possible, a final response will be issued within fifteen working days. If we are unable to respond to you within this timescale, we will contact you to let you know when we anticipate a resolution, and inform you of your right to appeal to a third party.

Independent redress

Contacting the redress scheme.

If you are not satisfied with the outcome issued within our final response, we advise that you contact our independent redress scheme.

An independent redress scheme is a free, independent body set up to resolve disputes between consumers and businesses that have not been resolved internally. Their decisions are binding on both parties.

The Property Ombudsman · CTSI Approved Code

Independent Redress Scheme

Membership number D04130

You must refer your complaint to the Redress Scheme within 12 months of our final response.

If a breach of conduct

Contacting Propertymark.

The professional body for the property sector.

Propertymark are the leading professional body for the property sector. They will investigate complaints against their members where evidence points to a breach in their Conduct and Membership Rules — this can lead to a disciplinary hearing.

In some cases, complaints may be resolved without a hearing, in which case you will be notified of the outcome in writing. If there is sufficient evidence to proceed, a disciplinary hearing will be held before an independent tribunal panel.

Propertymark

Insurance only

Insurance complaints.

If your complaint relates to insurance, it will be dealt with separately to ensure compliance with regulation rules. Any insurance-related matters will be acknowledged within five working days and can be reported by phone, post, email, or you can pop into your local branch and talk to one of our advisors.

Whilst we will endeavour to respond as soon as possible, please allow up to eight weeks for a final response. If we are unable to respond fully within four weeks of receiving your complaint, we will provide an update.

Following our final response, if you are unhappy with the outcome, you can refer the matter to the Financial Ombudsman Service.

You need to follow our complaints procedure before referring your complaint to the Financial Ombudsman Service. You must also contact them within six months of receiving our final response.

Financial Ombudsman Service

Printable PDF

Download the official Propertymark-branded leaflet.

Version V:OCT25 — the version we hand to clients in the office, supplied here as a PDF for your records.

Customer complaints procedureV:OCT25 · Opens in a new tab

Kings Estates

5 Mount Pleasant Road, Tunbridge Wells, Kent TN1 1NT

01892 533367hello@kings-estates.co.uk

Premier Kent Properties Limited T/A Kings Estates is registered in England and Wales under company number 05700307.

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