ESTATES
EST. 2004
PRESTON HILL
COMPLAINTS
Resolving Concerns Professionally
​
At Preston Hill Estates, we strive to provide outstanding service at all times. However, we acknowledge that occasionally, things may not go as expected. If something isn’t right, we welcome the opportunity to resolve the issue. This simple guide outlines how you can share your concerns with us, and how we will handle them in a prompt and professional manner.
​
How to Raise a Complaint
If you are dissatisfied with any aspect of our service, please let us know as soon as possible. You can contact us by telephone, email, or post. While we aim to resolve all concerns immediately, if we are unable to do so, your complaint will be escalated to a manager for a thorough review.
Complaints Contact:
Mr Jamil Ahmad
Preston Hill Estates Limited
271 Preston Road, Harrow, HA3 0PS
Tel: 020 8904 9005 / 020 8127 7001
Email: info@prestonhillestates.com
If your complaint is made verbally and remains unresolved, we may ask you to submit it in writing to ensure we fully understand the issue.
What You Can Expect
Once we receive your complaint:
-
We will send a written acknowledgement within three working days, confirming the name of the person handling your case.
-
We will gather all relevant information and consult the necessary departments to fully understand the matter.
-
A detailed written response will be provided within fifteen working days from the date of acknowledgement. If additional time is required, we will keep you informed and explain the reason for the delay.
All complaints are handled with confidentiality and in a fair, impartial manner. If we do not receive a response from you within six weeks of our reply, we will consider the matter resolved and close the complaint.
Should you wish to follow up at any point, please contact the team member named in your acknowledgement letter.
Still Unsatisfied?
If you are still not satisfied with our final viewpoint (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.
You will need to submit your complaint to The Property Ombudsman within 12 months from the date of our final viewpoint, including any evidence to support your case.
Independent Redress
Preston Hill Estates is a registered member of:
The Property Ombudsman
Tel: 01722 333306
Email: admin@tpos.co.uk
Website: www.tpos.co.uk/consumers/how-to-make-a-complaint
The Property Ombudsman Investigates complaints against members where breaches of their Conduct and Membership Rules are evident. These may include misuse of client funds, failure to maintain professional standards, or not responding to communications.
About Us
Preston Hill Estates is the trading name of Preston Hill Estates Limited, registered in England & Wales under Company No: 05058532.
Registered Address: 271 Preston Road, Harrow, Middlesex, HA3 0PS.
We are regulated by The Property Ombudsman.
This Complaints Procedure is reviewed regularly.
Last reviewed: 02/05/2025
Last updated: 02/05/2025