Fairview Estates

Complaints Procedure

How to raise a complaint and what to expect.

At Fairview Estates, we are committed to providing a professional and transparent service. If something has gone wrong or you are unhappy with any aspect of our service, we want to hear about it so we can put things right.

1. How to Make a Complaint

You can raise a complaint by contacting us in any of the following ways:

  • By email: [email protected]
  • By post: Fairview Estates Ltd, 31 Abbey Road, West Bridgford, NG2 5NG

Please provide as much detail as possible, including your name, contact details, the property or transaction involved, and a clear description of your complaint.

Submit your complaint online

2. Acknowledgement

We will acknowledge your complaint in writing within 3 working days of receiving it. Your complaint will be assigned to a senior member of staff who was not directly involved in the matter.

3. Investigation

We will investigate your complaint thoroughly and fairly. This may involve reviewing correspondence, speaking with the staff involved, and examining relevant records. We aim to provide a full written response within 15 working days of acknowledgement.

If the investigation takes longer, we will contact you to explain the delay and provide an updated timeframe.

4. Our Response

Our written response will include:

  • A summary of the complaint.
  • The outcome of our investigation.
  • Any action we have taken or propose to take.
  • Details of how to escalate the complaint if you remain dissatisfied.

5. If You Are Not Satisfied

If you are not satisfied with our response, you may request a final review by a director or senior partner. We will issue a final written response within 15 working days of that request.

If you remain dissatisfied after our internal process, you have the right to refer your complaint to The Property Ombudsman (TPO):

  • Website: www.tpos.co.uk
  • Phone: 01722 333 306
  • Address: The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP

You must refer your complaint to TPO within 12 months of receiving our final response.

6. Our Commitment

We take all complaints seriously and use feedback to improve our services. All complaints are logged and reviewed regularly to identify areas for improvement.

Submit a complaint

Use the form below to submit your complaint and we will acknowledge it within 3 working days.