Complaints

Complaints Procedure – Guards Real Estate

At Guards Real Estate, we are committed to providing the highest level of service to all our clients. However, we recognise that occasionally things may not go as planned. If you are dissatisfied with any aspect of our service, we want to hear from you so we can resolve the issue promptly and fairly.

Stage 1 – Informal Resolution

In the first instance, please raise your complaint directly with the member of staff you have been dealing with. They will aim to resolve the matter promptly and informally.

If you are not satisfied with their response, or if you prefer to escalate your complaint, please proceed to Stage 2.

Stage 2 – Formal Complaint

Please submit your complaint in writing, either by email or post, addressed to:

Complaints Manager
Guards Real Estate
BerkeleynSuite,
35 Berkeley Square,
London
W1J 5BF

Email: nathan.dicarlo@guardsrealestate.com

Please include:

  • Your name and contact details
  • The address of the property (if applicable)
  • A clear description of your complaint
  • Copies of any relevant correspondence or documentation

We will acknowledge receipt of your complaint within 5 working days. A full and thorough investigation will then take place. You will receive a formal written response within 15 working days of the acknowledgement.

If the investigation requires more time, we will inform you and provide an estimated response date.

Stage 3 – Further Review

If you remain dissatisfied with our response, you may request a further internal review by a senior member of management. We will aim to provide a final viewpoint letter within 15 working days of your request.

Stage 4 – Independent Redress

If, after receiving our final viewpoint letter, you remain dissatisfied, or if eight weeks have passed since you initially raised your complaint and it has not been resolved, you may refer your complaint to:

Property Redress Scheme
1st Floor Studio,
Property Redress Scheme,
Limelight, 3 Elstree Way,
Borehamwood
WD6 1JH

Tel: 0333 321 9418
Website: https://www.propertyredress.co.uk/

The Property Redress Scheme will review your complaint free of charge. You must refer your complaint to them within 12 months of receiving our final response.

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