Complaints Procedure

Maison Estates Ltd wants to ensure clients receive a professional level of service and welcomes feedback.  In the event you may be dissatisfied with service standards, we urge you to communicate any issues to the company directors. If you wish to make a formal complaint this should be submitted in writing to Maison Estates Ltd, 4 Hearsall Lane, Earlsdon, Coventry, CV5 6QR or by email to: sp@maisonestates.co.uk or bh@maisonestates.co.uk. 

Your correspondence will be acknowledged within 3 working days of receipt followed by a formal written response within 15 working days following investigations. If you are not satisfied with our response, you should contact us again and request a separate review. We will write to you within 15 working days of receiving your request for a review, confirming our final decision relating to the matter. 

If you remain dissatisfied with our response then you can refer the complaint to:  The Property Ombudsman Ltd, Milford House, 43-45 Milford Street, Salisbury, Wiltshire, SP1 2BP. Tel: 01722 333 306. www.tpos.co.uk. You will need to submit your complaint to The Property Ombudsman within 12 months of our final response, including any evidence to support your case.  Maison Estates Ltd is a member of a client redress scheme operated by ‘The Property Ombudsman’.
 

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