Here at Stewarts Estates, we work hard to ensure we provide the highest standards from the second you contact us. However, should you not be happy with our service and you wish to make a formal complaint, please ensure you have followed this process:

Step 1 - Internal Complaints Procedure

In the first instance, complaints should be submitted in writing to Stewarts Estates Ltd using the contact details below. Your complaint will be reviewed by an appropriately authorised member of staff.

We will acknowledge receipt of your complaint within three working days.

We aim to investigate and provide our Final Viewpoint Letter within fifteen working days. Where this is not possible, we will explain the reason for the delay and provide an updated timescale

Please mark your correspondence "Formal Complaint" to assist us in processing your complaint promptly.

Complaints may be submitted:

By Email: [email protected] 

By Post:

Stewarts Estates Ltd
Suite A Athena House
612–616 Wimborne Road
Bournemouth
Dorset
BH9 2EN

Following our investigation, we will issue our Final Viewpoint Letter setting out our findings and proposed resolution.

Stewarts Estates Ltd is a member of a Government-approved Client Money Protection Scheme and The Property Ombudsman redress scheme for residential letting agents.

Step 2 – The Property Ombudsman (TPO)

If you remain dissatisfied after receiving our Final Viewpoint Letter, or if eight weeks have passed since you first raised your complaint and it remains unresolved, you may refer your complaint to The Property Ombudsman (TPO) for independent review.

Stewarts Estates is a member of The Property Ombudsman Scheme (Membership Number: D9837).

The Property Ombudsman can be contacted as follows:

The Property Ombudsman, Milford House, 43–55 Milford Street, Salisbury, Wiltshire, SP1 2BP

Telephone: 01722 333306 - Website: www.tpos.co.uk - Email: [email protected]

Important Information

·        You may refer your complaint to The Property Ombudsman if you remain dissatisfied after receiving our Final Viewpoint Letter, or if more than eight weeks have elapsed since your complaint was first raised.

·        Complaints must be referred to The Property Ombudsman within twelve months of receiving our Final Viewpoint Letter.

·        The Property Ombudsman will not consider a complaint until our internal complaints procedure has been exhausted.

·        The Property Ombudsman provides a free, independent and impartial dispute resolution service for consumers.

·        Stewarts Estates Ltd will co-operate fully with any investigation undertaken by The Property Ombudsman.

·        If you require this procedure in large print or an alternative format, please contact us.