Complaints Procedure

We value your Feedback

Regents Residential who is registered with The Property Ombudsman Redress Scheme (TPOS) aims to provide the highest standards of service to all our customers.

In order to ensure your interests are safeguarded, we have put into place an In-House complaints process which we will follow when dealing with your complaint. Our aim is to handle any issues or concerns as quickly and professionally as possible.

Stage 1 - Contact the Negotiator/Manager

If you believe you have a complaint, please address it verbally or in writing to the Negotitor or Manager of Regents Residential who will aim to resolve your complaint immediately.

Stage 2 - Write to our Customer Care Department.

If the complaint cannot be resolved to your satisfaction please write by post or email with details to our Customer Care Department at our Head Office:

3 Devonshire Street, Marylebone, London W1W 5DT - Email:

Stage 3 - Write to the Managing Director

If the complaint has still not been resolved to your satisfaction, you should write to the Managing Director at our Head Office and by email for a final review and highlight the points that you feel are still unresolved.

Your correspondance will be acknowledged within 3 working days of receipt and an investigation undertaken by the Managing Director.

A full written response will be sent to you within 15 working days.

Stage 4 - Refer Complaint to The Property Ombudsman

In the event that the final view as detailed above still fails to satisfy your complaint, then you nare at liberty to have the matter referred to The Property Ombudsman who will provide a free independent service for dealing with unresolved disputes.

Please note that you must do so within six months of the date of the final view letter from us. The Property Ombudsman will not consider your complaint until our internal In-House complaints process has been completed.