These pages are a starting template. Please have them reviewed by a solicitor or compliance adviser and fill in the highlighted [placeholders] before publishing.
We aim to give every client an excellent service. If something has gone wrong, we want to hear about it so we can put it right.
Step 1 — Tell us
Please put your complaint in writing, including as much detail as possible, and send it to:
- Email: info@uaestates.co.uk
- Post: Complaints Manager, UA Estates, [office address]
Step 2 — We acknowledge
We will acknowledge your complaint within 3 working days and send you a copy of this procedure.
Step 3 — We investigate
A senior member of staff will investigate and send you a full written response within 15 working days of acknowledging your complaint.
Step 4 — Review
If you are not satisfied, you can ask for the complaint to be reviewed by a director, who was not involved in the original handling. You will receive our final viewpoint within a further 15 working days.
Step 5 — Independent redress
If you remain unhappy, or if more than 8 weeks have passed since you first complained, you can refer the matter to our independent redress scheme within 12 months of our final viewpoint:
Membership number: [000000]
Website: [scheme website]