Regal Estates

In-House Complaints Handling Procedure

Regal Estates is committed to providing a professional service to all our clients and customers across our residential and commercial sales, lettings and property management services. We are a Member of The Property Ombudsman (TPO) and this procedure is operated in accordance with TPO’s Codes of Practice for Residential Letting Agents, Residential Estate Agents, and Commercial & Business Agents.

When something goes wrong, we need you to tell us about it. This helps us to improve our standards, and we are committed to resolving any concerns promptly, fairly and with the minimum of inconvenience.

We will, where appropriate, make reasonable adjustments for consumers who might be disadvantaged because of factors such as their age, infirmity, disability, lack of knowledge, lack of linguistic or numeracy ability, economic circumstances, bereavement, or who do not speak English as a first language.

Making a Complaint

• Complaints must be submitted in writing, by email to management@regalestate.co.uk or by post to: 383 High Road, Willesden, London, NW10 2JR. Any complaint raised verbally, whether by phone or in person, will be recorded by us at the time it is made, but must always be followed up in writing by you before it can be formally logged and progressed through this procedure.
• Please include a clear description of your complaint (dates, names and key details), the outcome you are seeking, and any supporting documentation, together with your contact details and property address.
• We will agree to deal with any properly appointed representative acting on your behalf.
• We will acknowledge receipt of your written complaint within 3 working days.

Our Internal Complaints Process

Your complaint will be handled through the following staged process. A senior member of staff or designated complaint handler not directly involved in the matter complained of will deal with your complaint at each stage.

In exceptional cases where a timescale needs to be extended, we will keep you fully informed and explain the reason for any delay. We will never imply that payment of any outstanding fees or charges is a condition of a review by the Ombudsman.

Referring Your Complaint to The Property Ombudsman

If you remain dissatisfied following our final viewpoint letter, or if more than eight weeks have elapsed since your complaint was first made without resolution, you may refer your complaint to The Property Ombudsman (TPO) for an independent review, free of charge.

You must refer your complaint to TPO in writing within 12 months of the date of our final viewpoint letter, together with any evidence to support your case. TPO requires that all complaints are addressed through this in-house procedure before being submitted for independent review.

Please note: this procedure applies to our residential sales, lettings and property management services, and, where relevant, our commercial agency services. As a TPO Member Agent we adhere to the Codes of Practice for Residential Letting Agents, Residential Estate Agents and Commercial & Business Agents in respect of each service we provide. The statutory 8-week / 12-month consumer referral rights described above apply to consumer complaints; commercial clients may refer unresolved complaints to TPO under our Membership obligations, and TPO’s Terms of Reference will determine how such matters are handled.

A copy of this procedure, together with the relevant TPO Consumer Guide, is available free of charge at our offices and on our website, and is available for inspection by the Ombudsman and TPO Limited.

Additional Information

• Last updated: July 2026
• There is no charge for making a complaint or for using this procedure.
• We encourage written complaints as early as possible to allow prompt investigation.
• We aim to learn from complaints and improve our services accordingly.
• We will cooperate fully with The Property Ombudsman should your complaint be referred to them.