Complaints Procedure

We hope that you are completely satisfied with the service you receive from Abels Residential. However, we are fully aware that in any business things can sometimes go wrong.

We have an established in-house complaints procedure in which we will endeavour to satisfactorily resolve any complaint or dispute you may have with us or our service.

If you are unhappy with any aspect of our service you should:

1. In the first instance, bring the matter to the attention of the manager of the branch or department with which you are dealing. They will respond as quickly as possible (at the most within 10 working days of receipt of the complaint).

The vast majority of complaints or concerns are dealt with in an amicable and satisfactory manner at branch level.

2. If the response you receive from the Branch or Head of Department is not satisfactory you should notify us and the matter will be escalated to the relevant Director overseeing the Branch or Department. They will make a separate review and reply as quickly as possible (at the most within 10 days of receipt).

Your complaint must be put in writing. At this point, it would be helpful if you can outline the resolution you are seeking. We will acknowledge receipt within 3 working days. We will investigate the matter and make a separate and detached review of the complaint. You will receive a full response (or an explanation if the response will take longer) within 10 days.

3. Should this fail to resolve the matter you can refer your complaint to: Property Redress Scheme – https://www.theprs.co.uk/Complain

The Property Redress Scheme will provide an impartial review of the complaint. Their service is free of charge. They are only able to consider complaints that have gone through our internal procedures.