We aim to get things right first time and provide a high-quality service to all our clients.  

If something does go wrong, we need you to tell us about it so we can put things right for you

We will try and resolve your issue as quickly as possible and use your experience to improve the way we do things.

What happens next?

One
Once we receive your written complaint, we will acknowledge this in writing within three days and send you a copy of our Complaints Policy.

Two
We will then start investigating your complaint. Complaints are normally dealt with by a Director of KTS Estate Management who will review your file and speak to the member of staff you dealt with.

Three
We will inform you of the outcome of our investigation within 15 working days of the date we sent the acknowledgement letter.

Four
If you are not satisfied with our response, you should contact us again and we will arrange for a further review to be carried out by another Director of KTS Estate Management.

Five
We will inform you in writing of our final decision within 15 working days of receiving your request for a review.

Six
If you are still not satisfied after the last stage of the in-house complaint procedure (or more than eight weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.

Please note

You must submit your complaint to the Property Ombudsman within 12 months of receiving our final response letter and include any evidence to support your case.

The Property Ombudsman requires that all complaints must have been through the KTS Estate Management complaints procedure before being submitted for an independent review.