Complaints Procedure
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Upper Class Estates – Internal Complaints Procedure

At Upper Class Estates, we are committed to providing a professional and efficient service. If you are dissatisfied with any aspect of our service, we encourage you to let us know so that we have the opportunity to resolve the matter promptly.

Stage 1 – Making a Complaint

Please submit your complaint in writing by email to:

Email: info@upperclassestates.co.uk

Please include:

  • Your full name;
  • Property address (if applicable);
  • Details of your complaint;
  • Copies of any relevant correspondence;
  • The resolution you are seeking.

We will acknowledge receipt of your complaint within 3 working days.

Stage 2 – Investigation

Your complaint will be investigated by a senior member of staff.

We aim to provide a full written response within 15 working days.

If additional time is required, we will advise you accordingly.

Stage 3 – Final Review

If you remain dissatisfied, you may request a final review by senior management.

A final written response will normally be issued within 15 working days.

Independent Redress

If you remain dissatisfied after receiving our Final View, or if more than 8 weeks have passed since your complaint was first made, you may refer your complaint to our independent redress provider:

Property Redress Scheme (PRS)
Website: https://www.theprs.co.uk

Membership Number: PRS020561

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