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Our 4-Step Resolution Process
Submit Your Complaint
Reach out via email, phone, or post with details of your concern and any supporting evidence.
Acknowledgement
We acknowledge your complaint within 3 working days and assign a dedicated case handler.
Investigation
Your case handler conducts a thorough review of records, staff actions, and third-party involvement.
Resolution
Full written response within 15 working days with findings, actions, and any remedy offered.
Our Commitment to You
Fair & Transparent
Every complaint is investigated impartially with full transparency at each stage.
Confidential
Your complaint details are handled securely and shared only with those who need to know.
Vulnerable Support
We provide reasonable adjustments and extra support for vulnerable individuals.
Continuous Improvement
We analyse complaint trends and implement changes to prevent future issues.
If You Are Not Satisfied
If you are not satisfied with our initial response, you may request an escalation review. Your complaint will be reviewed by a senior manager who was not involved in the initial investigation.
The escalation review will be completed within 15 working days. You will receive a final written response setting out our position and any further actions we will take.
External Resolution
If we have not resolved your complaint within 8 weeks, or you are unhappy with our final response, you may refer your complaint to:
The Property Redress Scheme – An independent redress scheme approved by the government. Website: www.theprs.co.uk · Phone: 0333 321 9418.
The Property Ombudsman – For disputes related to lettings and property management. Website: www.tpos.co.uk · Phone: 01onal 712 383.
Information Commissioner's Office (ICO) – For data protection complaints. Website: ico.org.uk · Phone: 0303 123 1113.
Compensation Policy
Where our service has fallen below the expected standard, we may offer: a formal apology, a reduction or waiver of fees, financial compensation proportionate to the impact, or corrective action to prevent recurrence.
Each case is assessed individually, and any compensation offered will be fair and reasonable based on the circumstances.
Sterling Estate Solutions Ltd is a member of The Property Redress Scheme. We are committed to resolving all complaints within 8 weeks of receipt.