in-house complaints procedure

In-House Complaints Procedure

At Eureka Property, we are committed to providing the highest standards of service to all our clients. However, we understand that sometimes things don’t go as planned. If you are dissatisfied with any aspect of our service, we encourage you to let us know so we can address your concerns promptly and fairly.

We have established an In-House Complaints Procedure to ensure all complaints are handled efficiently, consistently, and transparently. The process is designed to give you a clear pathway to resolution and, if necessary, further escalation.

How to Make a Complaint

1. Stage 1 – Informal Resolution
   Please raise your concerns directly with the member of staff involved, either in person, by phone, or by email. Most issues can be resolved quickly at this stage.
2. Stage 2 – Formal Complaint
   If the issue is not resolved informally, you can submit a formal complaint in writing to our management team at:
   Email: info@eurekaproperty.co.uk
   Post: Eureka Property, 28 Westbury Avenue, London N22 6RS
   We will acknowledge your complaint within 3 working days and aim to provide a detailed response within 15 working days.
3. Stage 3 – Final Review
   If you remain dissatisfied with the response, you may request a final review by a senior manager or company director.
4. Stage 4 – Independent Redress
   Should the matter remain unresolved after going through our full complaints process, you have the right to escalate your complaint to The Property Ombudsman, of which we are a member.

The Property Ombudsman
Website: https://www.tpos.co.uk
Phone: 01722 333 306
Email: admin@tpos.co.uk
Address: Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP

We value all feedback and treat every complaint seriously. By improving how we handle concerns, we aim to continuously enhance our service.