Complaints Procedure

We Are Here to Help

At Engletons, we are committed to providing a professional and high-quality service to all our clients and customers. If you feel that we have fallen short of these standards, we encourage you to let us know so that we can investigate your concerns and work towards a resolution.

Please submit your complaint in writing, including as much detail as possible, to:

Davor Palic
Office Manager
30 Penton Street, London, N1 9PS
davor.palic@engletons.com

Stage 1: Acknowledgement

Once we receive your complaint, we will acknowledge it in writing within three working days and provide a copy of our complaints procedure.

Stage 2: Investigation

We will carry out a full investigation of your complaint. This may include reviewing relevant records and discussing the matter with any team members involved.

A formal written response outlining the outcome of our investigation will be provided within 15 working days of our acknowledgement.

Stage 3: Independent Internal Review

If you remain dissatisfied with the outcome, you may request a further review by a senior member of our team.

Please address your request to:

Mark Pesci
Director
30 Penton Street, London, N1 9PS
mark.pesci@engletons.com

We will provide our final response within 15 working days of receiving your request for review.

External Redress

If you are still dissatisfied after receiving our final response, you may refer your complaint to the Property Redress Scheme for an independent review.

Property Redress Scheme
Premiere House, 1st Floor
Elstree Way, Borehamwood
WD6 1JH

Telephone: 0333 321 9418

Website: www.theprs.co.uk

Our Commitment

We value all feedback and view complaints as an opportunity to improve our service and enhance the experience we provide to our clients.