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Complaints Procedure

As a valued client of Empire Estates, you expect a first class customer service from us, which we strive to provide at all times. However in certain instances you may be dissatisfied with the service and as we value any comments or feedback that you may want to give, Empire Estates operates a complaint procedure. The primary purpose of this process is to resolve any issues or concerns as quickly as possible although this will be relative to the nature of the complaint.

Stage One – Branch Staff

In the first instance if you have a problem please discuss this matter with a member of staff who will deal with the ordinary day to day problems on a personable basis.

Stage Two – Customer Relations Manager

If you feel that the matter is not being resolved to your satisfaction, please send a written summary of your complaint to the Customer Relations Manager so it can be investigated thoroughly to the address below. Once we have received your written summary the relevant person will contact you within 7 working days, either to resolve the matter or to let you know what actions are to be undertaken to resolve the complaint.

Empire Estates
12-14 High Road
Willesden Green
NW10 2QG

Tel: 020 8459 2600
Fax: 020 8459 2610

Stage Three – Branch Manager

If for any reason you remain dissatisfied with the response please write to the Branch Manager on the above address within one month of receiving this response, who will personally investigate your complaint and try to resolve it as quickly as possible in a manner compliant with company’s procedures. 

Stage Four – The Property Ombudsman

Our staff will at all times attempt to resolve any concerns to your satisfaction however should your complaint not be satisfied at branch level you can refer the matter for an independent investigation in writing to:

The Property Ombudsman Ltd
Milford House
43-45 Milford Street

The Ombudsman will investigate your complaint based upon the facts generated by Empire Estate Agents review and the points that you have raised. However the Ombudsman may not consider your complaint if they find that the issue is in regards to a matter that occurred more than 6 months before you formally wrote to Empire Estates to highlight the complaint.

Further information on how to refer your complaint to the Ombudsman can be found at their website TPOS