Complaints Procedure
At Nubella Estates, we are committed to providing the highest level of customer service. We value feedback and take complaints seriously, as they help us improve our services. This procedure outlines the steps you can take if you are dissatisfied and how we will address your concerns.
1. Reporting a Complaint
If you are unhappy with any aspect of our service, please let us know as soon as possible. Complaints can be submitted in the following ways:
- By phone
- By email
- In writing by post
- In person at our office
We aim to resolve issues immediately where possible. If this is not feasible, your complaint will be escalated to a Director for further investigation.
2. Initial Complaint Handling Process
Once we receive your complaint, we will:
- Acknowledge your complaint in writing within three working days, identifying the Director handling the issue.
- Investigate the matter thoroughly, gathering all relevant facts and liaising with the appropriate departments.
- Respond with a detailed resolution within fifteen working days. If more time is needed, we will inform you of the delay and the expected timescale.
All complaints will be treated confidentially and with impartiality.
Note: If we do not hear from you within eight weeks of our response, we will consider the matter resolved and close the complaint.
3. If You Remain Dissatisfied
If you believe your concerns have not been fully addressed, you may escalate the complaint:
- We will acknowledge your request within three working days.
- The case will be reviewed by another person within the company.
- A final response will be issued within fifteen working days. If a delay occurs, we will keep you informed and advise you of your right to escalate to an independent redress scheme.
4. Independent Redress Scheme
If you believe your concerns have not been fully addressed, you may escalate the complaint:
- We will acknowledge your request within three working days.
- The case will be reviewed by another person within the company.
- A final response will be issued within fifteen working days. If a delay occurs, we will keep you informed and advise you of your right to escalate to an independent redress scheme.
If you are still not satisfied with our final response, you may refer your complaint to our independent redress scheme. You must do this within 6 or 12 months, depending on the scheme
Details of our redress scheme:
The Property Ombudsman
33 The Clarendon Centre
Salisbury Business Park
Dairy Meadow Lane
Salisbury
Wiltshire
SP1 2TJ
5. Contact Details
Nubella Estates Ltd
Registered in England and Wales
Company Number: 16482797
Registered Office:
15 Newton Close
Gillingham
Dorset
SP8 4SN
Contact Details
Address:
The Old School Room
Newbury
Gillingham
SP8 4QJ
Opening Hours
Saturday: 9am – 1pm
Sunday: Closed