Legal

Complaints procedure

We aim to provide an excellent service. If something goes wrong, please tell us so we can put it right.

  1. Step 1

    Tell us what went wrong

    Email enquiries@elevate-estate.co.uk with "Complaint" in the subject line, giving details of the issue and the property.

  2. Step 2

    We acknowledge it

    Within 3 working days

    We will acknowledge your complaint within 3 working days.

  3. Step 3

    We investigate and reply

    Within 15 working days

    We will investigate and send you a full written response within 15 working days. If we need longer, we will tell you why and when to expect our reply.

  4. Step 4

    Ask for a review

    Final response within 15 working days

    If you're not satisfied, reply asking for a review. We will send our final response within 15 working days.

Independent redress

If you remain unhappy after our final response, or 8 weeks have passed since you first complained, you can refer your complaint to the Property Redress Scheme (theprs.co.uk), usually within 12 months of our final response.

Membership number: PRS043888.