Legal

Complaints Procedure

Our Commitment

We are committed to providing a high standard of service to all our clients. If something has gone wrong, we want to know about it so we can put it right. This procedure explains how to raise a complaint with us and what you can expect at each stage.

1. How to Make a Complaint

Please put your complaint in writing, including as much detail as possible and what you would like us to do to resolve it, and send it to:

Hawksgrove Estates Ltd
Sopers House, Sopers Road, Cuffley, EN6 4RY
[email protected]

2. What Happens Next

Acknowledgement. We will acknowledge your complaint in writing within 3 working days of receiving it.

Investigation. Your complaint will be investigated by a senior member of staff who was not directly involved in the matter, wherever possible.

Our response. We will send you our formal written response, setting out the outcome of our investigation and any actions we propose, within 15 working days of acknowledging your complaint. If we need more time, we will explain why and let you know when to expect a response.

3. If You Remain Unhappy

If you are not satisfied with our response, or if eight weeks have passed since you first raised your complaint and it remains unresolved, you may refer the matter to The Property Ombudsman (TPO), the redress scheme we are a member of.

You must refer your complaint to TPO within 12 months of our final response, and TPO will require sight of our final viewpoint letter before it can investigate.

Client Money Protection

Hawksgrove Estates Ltd is a member of the Money Shield Client Money Protection Scheme, valid to 1 April 2027 (certificate), and registered with The Property Ombudsman (TPO) Approved Redress Scheme, Registration No. E02487.