Complaints procedure

Stage one — tell your branch or agent

In the first instance, please raise the matter with the agent or team you have been dealing with. Many issues can be resolved straight away. You can also email hello@aarsalproperties.co.uk or call 020 4524 0462.

Stage two — formal written complaint

If you remain unhappy, write to our Customer Relations team at Aarsal Properties Ltd., 1st Floor, Interchange House, 81-85 Station Road, Croydon, CR0 2RD, or email complaints@aarsalproperties.co.uk. Please include your name, contact details, the property address and a clear description of your concerns.

• We will acknowledge your complaint in writing within three working days.
• We will carry out an investigation and send you a written outcome within fifteen working days. If more time is needed we will tell you why and give a revised date.
• If you disagree with the outcome, you may ask for a review by a senior manager, who will issue our final written response within eight weeks of your original complaint.

Stage three — independent redress

If you are still dissatisfied after our final written response, or if eight weeks have passed since you first complained, you may refer the matter to an independent redress scheme. Complaints must normally be referred within twelve months of our final response, and the scheme will ask to see our final written response before it investigates.

Ownership

Aarsal Properties Ltd. is part of Aarsal Holdings Ltd. and owned by Aarsal Holdings Ltd. Complaints about any company in the group can be sent to the address above.