Complaints Procedure

This procedure applies to complaints relating to services provided by EGRE Ltd, including:

• Sales.
• Acquisitions.
• Lettings.
• Property management.
• Tenant services.
• Landlord services.
• Client accounting where applicable.
• Advisory or other real estate services.

Please submit your complaint in writing so we can review it properly.

Please include:

• Your full name.
• Your contact details.
• The property address or matter reference, if applicable.
• A clear summary of your complaint.
• Copies of relevant documents or correspondence.
• The outcome you are seeking.

We will acknowledge receipt of your complaint within 3 working days. We may ask for further information if required.

Your complaint will be reviewed by an appropriate senior member of the EGRE team who was not directly involved in the issue where possible.

We will investigate the matter carefully and review relevant documents, communications, notes, tenancy records, transaction records or property management records where applicable.

We aim to provide a written response within 15 working days of acknowledging your complaint.

If the matter is complex and we need more time, we will explain why and provide an updated timeframe.

If you are not satisfied with our response, you may request a further internal review.

Please do this in writing within 10 working days of receiving our response, explaining why you remain dissatisfied. A senior person not previously involved will review the matter where possible.

We aim to provide our final viewpoint within 15 working days of receiving your review request.

If you remain dissatisfied after receiving our final viewpoint, or if 8 weeks have passed since you first made your written complaint and the matter has not been resolved, you may refer the complaint to an independent redress scheme.

EGRE Ltd is a member of the following independent redress schemes:

Please contact EGRE if you are unsure which redress scheme applies to your complaint.

You may need to refer your complaint to the relevant redress scheme within the time limit set by that scheme. Please check the relevant scheme's current rules before submitting a complaint.

If you are a tenant or occupier in an EGRE-managed property and need to report a repair, please use our repair reporting portal:

Repair reports are not the same as formal complaints. If you are unhappy with how a repair has been handled, you may raise a formal complaint using this Complaints Procedure.

We will handle complaints fairly, professionally and as promptly as possible. We will use complaints to improve our services, systems and communication.