Compliants Procedure

Nathan Tongue Estates Ltd committed to delivering our services to the highest standard. We are constantly re-evaluating and improving our customers’ experience.

Should you have any tips for us on how to improve, we would love to hear from you. Similarly, should something go wrong in your experience with us, we would like to hear about this too. Your opinion is important to us and we want to give you a voice which could help us shape the future of our company, as well as give us an opportunity to improve things, however big or small your suggestions might be.

More often than not, complaints can be resolved simply by talking, and listening on the phone. There may be no need for more in-depth investigation. Our staff should take every concern seriously and offer an ‘informal resolution’. You can call us with the number on the Contact Us section of our website.

To initiate a formal complaint

Please contact our customer support team by emailing property@nathan-tongue.co.uk, providing as much detail as possible. Tell us about your complaint and let us know how you would like us to put things right.

When we receive your complaint, we will send you a ‘confirmation of receipt’ within 3 working days. We will fully investigate the point(s) you raise and, within 10 working days of us sending you the confirmation of receipt, you will receive our full response.

If we are unable to resolve your concerns during this time period, we will provide you with an estimate of when you will receive our full response and reasons for any delay.

After our final written response, we may conclude that the complaint is closed, and if so, we reserve the right not to enter into any further communication.

If you remain unhappy with our response and have exhausted our complaints procedure, as we are members of the Property Redress Scheme, a government approved redress scheme who resolve complaints between members and their consumers, you can contact them and ask them to investigate your complaint.

However, before raising your complaint with The Property Redress Scheme you must have waited 8 weeks from the date of your written complaint to us for us to investigate and respond, and be able to show that it is still within one year from the last communication we had with you, relating to this complaint.

The Property Redress Scheme is free to use for those making a complaint and further information and guidance on how to resolve complaints is available for you on their website www.theprs.co.uk/Consumer

To make a complaint, fill out a complaint form or contact the Property Redress Scheme directly or alternatively, visit their website and. The Property Redress Scheme contact details are as follows:

Email: complaints@theprs.co.uk

By post at:

The Property Redress Scheme

Premiere House, 1st Floor

Elstree Way

Borehamwood WD6 1JH