Parkfields Estates Limited
We are committed to providing a professional and high-quality service to all our clients, customers and other consumers. When something goes wrong, we want you to tell us. Your feedback helps us identify problems, address concerns and continually improve our standards.
This complaints procedure applies to complaints relating to our residential sales, lettings and property management services. We will also make reasonable adjustments where appropriate for consumers who may be disadvantaged when making or pursuing a complaint. This may include circumstances relating to age, disability, infirmity, bereavement, limited knowledge or experience, difficulties with literacy, numeracy or communication, financial circumstances, or where English is not their first language. If you need a reasonable adjustment to help you make or pursue a complaint, please let us know.
How to make a complaint
If you have a complaint, please put it in writing and provide as much detail as possible, including:
- your name and contact details;
- the property address, where applicable;
- details of the service or matter you are complaining about;
- the dates and people involved, where known;
- copies of any relevant correspondence or supporting evidence; and
- what you would like us to do to resolve the matter.
Complaints should be sent to:
Parkfields Estates Limited
1 The Crescent
Southall
Middlesex
UB1 1RE
Email: info@parkfields-estates.com
We will deal with your complaint fairly, promptly and objectively.
What will happen next?
- Acknowledgement
We will acknowledge receipt of your written complaint within three working days. Our acknowledgement will confirm that we have received your complaint, explain who will be dealing with it and confirm that we will investigate the matters you have raised.
- Investigation
We will investigate your complaint and review the relevant information, which may include your file, correspondence and other records. Where appropriate, we will speak to the member of staff involved.
Where reasonably practicable, the investigation will be carried out by a senior member of staff who was not directly involved in the matter being complained about. We will provide you with a written response within 15 working days of receiving your complaint. Our response will explain the outcome of our investigation and, where appropriate, any action we propose to take to resolve the matter.
- Review
If you are not satisfied with our response, you may request a review of your complaint.
Your request should explain why you remain dissatisfied and identify any matters you believe have not been adequately addressed. The review will be carried out by a senior member of staff who, wherever reasonably practicable, has not previously been involved in the matter or the original investigation. We will provide our final viewpoint in writing within 15 working days of receiving your request for a review. Our final viewpoint will address the issues raised and will explain the outcome of our internal complaint’s procedure.
- The Property Ombudsman
If you remain dissatisfied following our final viewpoint, or if more than eight weeks have elapsed since you first made your complaint, you may be entitled to refer your complaint to The Property Ombudsman for an independent review under its applicable rules. There is no charge to consumers for referring a complaint to The Property Ombudsman. The Property Ombudsman may require you to have first completed our internal complaints procedure, unless more than eight weeks have elapsed since your complaint was first made.
The Property Ombudsman
Unit 159756
PO Box 7169
Poole
Dorset
BH15 9EL
Telephone: 01722 333 306
Email: admin@tpos.co.uk
Website: www.tpos.co.uk
You should refer your complaint to The Property Ombudsman within 12 months of the date of our final viewpoint letter. TPO also requires complaints to have been raised with the property business within 12 months of the issue occurring or the date you became aware of the issue, subject to its applicable rules.
You should provide The Property Ombudsman with a copy of our final viewpoint letter and any relevant supporting evidence. Further information about The Property Ombudsman's requirements and complaints process can be found on its website. The Property Ombudsman provides an independent and impartial alternative dispute resolution service. Its service is free to consumers.
You may also contact Propertymark using the following contact details:
Propertymark
Arbon House
6 Tournament Court
Edgehill Drive
Warwick
CV34 6LG
Telephone: 01926 496 800
Email: help@propertymark.co.uk
Website: www.propertymark.co.uk
Important information
We ask that complaints are first raised directly with Parkfields Estates Limited so that we have the opportunity to investigate and, where appropriate, resolve the matter. Our internal complaints procedure should normally be completed within eight weeks of receiving your written complaint. Where a complaint remains unresolved after eight weeks, or where we have issued our final viewpoint, you may be entitled to refer the matter to The Property Ombudsman, subject to its rules and eligibility requirements. Nothing in this complaint’s procedure prevents you from exercising any statutory rights you may have.
Parkfields Estates Limited
1 The Crescent
Southall
Middlesex
UB1 1RE
Email: info@parkfields-estates.com
Last reviewed: October 2026