Complaints
Complaints procedure
We take complaints seriously. Here is exactly how we handle them and how you can escalate if you're not satisfied with our response.
Stage 1
Raise it with us
We will acknowledge within 3 working days
Please put your complaint in writing to enquiries@eiskenp.com or to:
The Director, Eisken PropertiesSwansea, South Wales
Stage 2
Formal investigation
Full written response within 15 working days
A director will carry out a full investigation and provide a formal written response. This will set out our findings and any action we will take.
Stage 3
Final review
Final viewpoint letter within 8 weeks
If you remain unsatisfied, please reply within 28 days. A second director will carry out a final review and issue a final viewpoint letter.
Escalating to the redress scheme
If we have not resolved your complaint within 8 weeks, or you remain unhappy with our final viewpoint, you can refer the matter to The Property Ombudsman. They provide a free, independent route to redress for consumers of regulated estate and letting agents in the UK.
You must refer the matter to the redress scheme within 12 months of our final viewpoint letter.