Complaints Procedure

Premier Estates recognise the importance of service and set ourselves high standards. Should there be an occasion when we do not meet your expectations we are committed to dealing with any complaint in a thorough and professional manner.

In relation to all complaints except those relating to insurance:

Our policy is to provide a full response to all correspondence within 5 working days if possible. If more time is required, you will receive an acknowledgement that will give an indication of when a full reply will be sent. We aim to fully complete steps 1 to 3 below and resolve the complaint to the satisfaction of all parties within a maximum of 8 weeks of the written complaint first being raised.

Step 1

The first point of contact for any complaint will be the Estates Manager responsible for the management of your development. If, after raising the matter informally with the appropriate Estates Manager you are not happy with the way in which the issue is being handled, your complaint should be put in writing to the Estates Manager concerned.

Step 2

If, having received the written response of the Estates Manager, you are still dissatisfied and feel it necessary to take the matter further, the complaint should be put in writing to the Associate Director with line management responsibility for your appointed Estates Manager who will investigate the matter and respond.

Step 3

If you remain dissatisfied after the Associate Director has investigated the complaint, the matter may be referred to the Operations Director for review.

Finally

Once every stage of the above procedure has been exhausted or you have received a letter from us stating that we are no longer considering your complaint or can do nothing further to address your concerns you have the ability to refer the matter to the Ombudsman Services: Property.

It is a requirement that we offer access to an Ombudsman scheme to provide an independent redress mechanism in the event that we have been unable to resolve your complaint through our in-house procedure. Ombudsman Services: Property, provides a free and independent service that has been approved by the Office of Fair Trading to run a redress scheme. Their role is to investigate complaints fairly by looking at the facts and listening to both sides of the story.

They can be contacted as follows:

Ombudsman Services: Property
PO Box 1021
Warrington
WA4 9FE

Telephone: 0330 440 1634
Fax: 0330 440 1635
Website: www.ombudsman-services.org/property

In relation to complaints relating to insurance:

If you wish to register a complaint or request a copy of our complaints procedure please contact Clear Insurance Management Limited:

In writing, addressed to 1 Great Tower Street, London, EC3R 6AA;
By telephone to 020 7280 3450;
By email to complaints@thecleargroup.com

If you cannot settle your complaint with Clear you may be entitled to refer it to the Financial Ombudsman Service. Full details can be found on their website: www.fos.org.uk or by calling 0800 023 4567.

A copy of Clear’s procedures for dealing with complaints is available on request.

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