Complaints Procedure

SAB Estates is committed to providing a professional, transparent and high-quality service to all our clients and customers. However, we recognise that occasionally things may go wrong.

When this happens, we encourage you to tell us about your concerns so that we can investigate the matter, work towards an appropriate resolution and use your feedback to improve our services.

Raising an Initial Concern

Where appropriate, we ask that you first raise your concern verbally with the relevant member of the SAB Estates team. We will always try to resolve concerns quickly and informally wherever possible.

You can contact us by telephone on 020 8575 2929, by email at info@sabestates.com, or by visiting our Greenford office.

If your concern cannot be resolved informally, or you would prefer to make a formal written complaint, please follow the procedure below.

Making a Formal Complaint

Please address your written complaint to the Company Director – Manu Singh using one of the following methods:

By email:
manu@sabestates.com
Please include “Formal Complaint – For the Attention of the Company Director” in the subject line.

By post:
Manu Singh
SAB Estates
236–238 Ruislip Road
Greenford
UB6 9RS

Please provide as much information as possible, including:

  • Your full name and contact details.

  • The property or service your complaint relates to.

  • A clear description of your complaint.

  • Relevant dates and the names of any staff members involved.

  • Copies of any supporting correspondence or evidence.

  • Details of how you believe the matter could be resolved.

Acknowledging Your Complaint

We will acknowledge receipt of your formal complaint in writing and begin our internal complaints process.

We aim to provide this acknowledgement within three working days of receiving your complaint. A copy of this Complaints Procedure will also be provided or made available to you.

Investigation and Response

Your complaint will be investigated by the Company Director. This may include reviewing the relevant records and correspondence and speaking with the members of staff involved.

Once the investigation has been completed, we will provide you with a formal written response addressing the issues you have raised and setting out any proposed resolution where appropriate.

We aim to provide this response within 15 working days of receiving your written complaint. Where the complaint is particularly complex or further information is required, we will keep you informed of the progress of the investigation and explain any delay.

Further Review

If you remain dissatisfied after receiving our written response, you should contact us again and explain which aspects of the complaint you believe remain unresolved.

Where possible, a further review will be undertaken by a senior member of staff who was not involved in the original matter or initial investigation.

We aim to provide a written response following this review within 15 working days of receiving your request. This response will confirm SAB Estates’ final viewpoint on the complaint and will mark the conclusion of our internal complaints procedure.

The Property Ombudsman

If you remain dissatisfied after receiving our final viewpoint letter, you may refer your complaint to The Property Ombudsman for an independent review.

The Property Ombudsman
Unit 159756
PO Box 7169
Poole
BH15 9EL

Telephone: 01722 333306
Email: admin@tpos.co.uk
Website: www.tpos.co.uk

There is no charge for referring a complaint to The Property Ombudsman.

Please note:

  • You must normally complete SAB Estates’ internal complaints procedure before referring your complaint to The Property Ombudsman.

  • You must refer your complaint to The Property Ombudsman within 12 months of the date of our final viewpoint letter.

  • You should provide The Property Ombudsman with a copy of your original complaint, our final response and any relevant supporting evidence.

  • If we have not completed our internal complaints procedure within eight weeks of receiving your written complaint, you may be able to refer the matter to The Property Ombudsman without waiting for our final viewpoint letter.

SAB Estates will cooperate fully with The Property Ombudsman during any independent investigation.