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Complaints Procedure

How to complain

You may make a complaint by email or post.

You can send an email to cs@estatesit.com or in writing, by post to Customer Services. Estates IT Ltd, 8 Mulberry Place, Pinnell Road, London SE9 6AR

We have a 2-stage complaints process. It will help us to resolve your complaint quickly if you can give us, at each stage, as much clear detail as possible. Please include any documents or other correspondence and stating that you are making a complaint in line with our procedure.

The stages of the complaints procedure

Stage 1

This is our first opportunity for the department to resolve a complaint dissatisfaction, and the majority of complaints will be resolved at this stage.

Initially, we will refer your complaint to the appropriate Head of the team for action.

Stage 2

If you are dissatisfied with this response you may request a review by a director. Again, your request should be sent to our main help desk, cs@estatesit.com , who will forward your request to the appropriate director for a review.

At each stage, please send a copy of your complaint or request for review to the help desk, cs@estatesit.com.

Timescales for handling a complaint

Stage 1 - maximum 10 working days

  • acknowledgement within 5 working days
  • full response within 10 working days

Stage 2 - maximum 20 working days.

Extending time limits

We aim to resolve all complaints within the timescales above. However, it may occasionally be necessary to extend the time limit. If this is the case, we will inform the complainant of progress with the investigation, the reasons for the delay, and we will give a new deadline.

The complainant has a maximum of 28 days from the date of the final response to request that their complaint be escalated.


When we get things wrong we will act to:

  • accept responsibility
  • explain what went wrong and why
  • put things right by making any changes required


The action we take in response to a complaint can include any combination of the remedies set out in the list below. In general, the principle we follow is that a complainant should, where possible, be put in the position he or she would have been in, had things not gone wrong.

The remedy chosen should be proportionate and appropriate to the failure in service. An apology is normally appropriate, but other action may also be necessary:

  • a sincere and meaningful apology where we explain the full circumstances. An apology is not an acceptance of liability under Section 2 of the Compensation Act 2006
  • remedial action, which may include reviewing or changing a decision on the service given to an individual complainant
  • a review of procedures to prevent similar recurrences of the situation.
  • training or supervising staff where necessary.

Recording complaints

All complaints that we receive will be logged for monitoring all aspects of the issues including their remedy and rectification. This will help us to improve our own service delivery.

We will handle your information in line with data protection legislation.