Complaints Procedure

Our Commitment

At Haus Estates, we are committed to providing a high level of service. If something goes wrong, we want to know about it and put it right.

Step 1: Contact Us

In the first instance, please contact us with details of your complaint:

• Email: complaints@hausestates.co.uk
• Phone: 0330 128 1102
• Write to: Complaints Manager, Haus Property Group Ltd, 47 Francis Street, Stoneygate, Leicester, LE2 2BE

Step 2: Acknowledgement

We will acknowledge your complaint within 3 working days and assign a senior member of staff to investigate.

Step 3: Investigation

We will thoroughly investigate the matter, reviewing all relevant correspondence, records, and speaking with staff involved. We aim to provide a full written response within 15 working days.

Step 4: Resolution

Our response will include: a summary of the complaint; details of our investigation; our findings and any action taken; and details of how to escalate if you remain dissatisfied.

Step 5: Escalation

If you are not satisfied with our response, you may refer your complaint to The Property Ombudsman (TPO):

• Website: www.tpos.co.uk
• Phone: 01onal 710 2000
• Email: admin@tpos.co.uk

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