Complaints Procedures

At Ability Estate Agents, we are deeply committed to delivering unparalleled customer service. We hold ourselves to the highest standards and continuously seek to improve our services. We recognize that mistakes can happen, and we value your feedback in those instances. Your input enables us to identify areas for improvement and ensure that future interactions are handled with utmost professionalism and excellence. We appreciate your willingness to share your experiences with us, as it allows us to continually enhance our services and strive for customer satisfaction.

To ensure prompt and efficient resolution of your concerns, we have established a formal procedure for managing complaints. Please follow the steps outlined below to address any issues you may have:

Initial Informal Complaint:
We kindly request that you begin by expressing your concern or problem in an informal manner to the office manager. This informal approach allows for a swift resolution. However, if your complaint remains unresolved to your satisfaction or if you prefer a formal approach, please proceed to the next step.

Formal Complaint:
For a formal complaint, we kindly ask you to submit a written statement to:

Ms. Anna Urban
Ability Estate Agents
18 Pilgrimage Street
London
SE1 4LL

Email: anna@abilityestateagents.com

Upon receiving your written complaint, we will promptly acknowledge its receipt and initiate an investigation. Our commitment is to provide you with a comprehensive, written response within 15 working days.

Unsatisfactory Response:
Should our initial response fail to meet your expectations, you may submit a subsequent written complaint to:
Mr. Jaspal Saini
Ability Estate Agents
18 Pilgrimage Street
London
SE1 4LL

Please ensure that your written complaint is specifically directed to Mr Jaspal Saini at the provided address.

Independent Review:

If you remain dissatisfied with the resolution provided, you have the option to seek an independent review by contacting.

The property redress scheme

Please direct your complaint to:

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

Phone: 0333 321 9418
Website: https://www.theprs.co.uk

Important Considerations:

It is essential to submit your complaint to the Ombudsman within 12 months of receiving our final viewpoint letter. Please include any supporting evidence to substantiate your case.
Prior to pursuing an independent review, The Ombudsman requires that all complaints exhaust our in-house complaints procedure.

Ability Estate Agents is a trading name of 1 Ability estate agents Limited is Registered in England No.10766869 Vat registration number 27074321