Complaints Handling Policy

Introduction
At Adel Real Estate, we are committed to providing exceptional service. However, if you are dissatisfied with any aspect of our service, we encourage you to raise your concerns so we can resolve the issue promptly and fairly.
How to Make a Complaint

1. In Writing:
Submit your complaint in writing via email to [email protected] or by post to 1A Cleveland Road, Markyate, AL3 8LB. Please include:
   o Your name and contact details.
   o Details of the issue, including dates and supporting documentation.
   o How you would like us to resolve the issue.

Our Complaint Process
1. Acknowledgment:
   o We will acknowledge receipt of your complaint within 3 working days.
2. Investigation:
   o Your complaint will be reviewed by a senior member of staff or the manager responsible for the relevant area.
   o We may contact you for further information or clarification.
3. Resolution:
   o A formal response will be provided within 15 working days of receiving your complaint.
   o If further investigation is required, we will inform you of the new timeframe.
4. Escalation:
   o If you are not satisfied with our response, you can escalate your complaint to The Property Ombudsman. Contact details:

The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
SP1 2BP
01722 333306
www.tpos.co.uk