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Complaints Procedure

First Class Residential take complaints very seriously and work hard to resolve issues as quickly as possible.  Any complaint will be dealt with as set out below:

  • Where a verbal complaint is initially made we will request the full details to be submitted in writing to or alternatively you can post it to Evolve Centre, Cygnet Way, Houghton le Spring, DH4 5QY.
  • Once we have received the complaint in writing, we will acknowledge receipt within seven working days and confirm details of the designated person reviewing your complaint. We may also ask for further clarification at this point.
  • The person dealing with the complaint will write to you within 28 days to inform you of the outcome of the investigation and to let you know what actions have been or will be taken.
  • If the complaint has still not been resolved to your satisfaction, we agree to the referral of your complaint to the ombudsman services: Property operated by The Ombudsman Service Limited In accordance to the UKALA rules of conduct for firms, costs of the redress mechanism shall be free to the customer. For complaints received from persons or organisations in a business capacity we agree to the referral of your complaint to UKALA.

First Class Residential complaints procedures are in accordance with the guidelines set by UKALA.

UKALA, 2nd Floor, 200 Union Street, London, SE1 0LX.

Please contact us if you have any questions.