We are committed to providing the highest level of service to all our clients and tenants. However, we understand that occasionally things may not go as planned. If you are dissatisfied with our service, we encourage you to let us know so we can address your concerns and improve where needed.

Step 1: Informal Resolution

In the first instance, we recommend that you raise your complaint with the member of staff you have been dealing with. They will do their best to resolve the issue promptly and informally.

Step 2: Formal Complaint

If the issue is not resolved to your satisfaction, please submit a formal complaint in writing to:

Complaints Manager
Appleton & Daughters Ltd
Unit 1, 555 Sutton Road, Stock Road, Southend on Sea, Essex, SS2 5QF
info@appletonanddaughters.co.uk
01702 743561

Your written complaint should include:

  • Your name and contact details
  • The address of the property (if applicable)
  • A clear description of your complaint
  • Any supporting documents or evidence
  • Details of any previous attempts to resolve the issue

Step 3: Acknowledgement and Investigation

We will acknowledge your complaint in writing within 3 working days of receipt.

Your complaint will be investigated by a senior member of staff who was not directly involved in the matter. We aim to provide a full written response within 15 working days. If further time is needed (e.g. to gather information), we will inform you and keep you updated on progress.

Step 4: Final Review

If you remain dissatisfied after receiving our full response, you may request a final review by a company director or senior manager. A final written response will be issued within 15 working days of your request.

Step 5: Independent Redress

If you are still not satisfied with our final response, or if eight weeks have passed since your initial complaint and the matter remains unresolved, you can refer your complaint to our independent redress scheme:

Property Redress Scheme

You must refer your complaint within 12 months of receiving our final response.

Note:

This procedure does not affect your statutory rights.

For further assistance, please contact us.