We strive to provide all of our clients with an efficient and effective service.

Being able to assess and address our clients' complaints efficiently is taken very seriously, and we aim to address all issues within our time frame in order to retain you.

Our aim is to provide a first class service and to do everything we can to ensure that you are satisfied. If you feel that we have fallen short of this standard and still wish to complain, we ask that you first telephone the person who has had conduct of your matter and explain that you are dissatisfied with an aspect of the service that you have received.

However, if you still are not content with our response and remain unhappy with the way that your complaint has been dealt with after speaking to the person with conduct of your matter, then you should set out your complaint in writing to: 

Asare Estates LTD

167-169 Great Portland Street,

5th Floor,

London,

W1W 5PF

On receipt of a complaint, we will investigate the issue(s) you have raised on your complaint fully and respond to you accordingly.

The timescales for dealing with a complaint are as follows:

• You will receive an ‘acknowledgement of receipt’ of your complaint from us within 3 working days of receipt of your complaint.

• Within 10 working days of the acknowledgement, you will receive a full response. 

• If we are unable to resolve the matter within the 10 working days as stated above, we will provide you with the reasons why we could not meet this time frame and provide you with an estimate of when a full response will be received. 

• After our final written response, we may deem the complaint closed. If we deem the matter closed, then we reserve the right not to enter into any further correspondence.

If you remain unhappy with the response received from us and have exhausted our internal complaints procedure, you can further escalate this by contacting The Property Redress Scheme to ask them to investigate your complaint.

In order to make a complaint, please contact The Property Redress Scheme directly or alternatively, visit their website at www.propertyredress.co.uk and fill out a Complaints Form.