Complaints Procedure
At Armaani Estates, we are committed to providing exceptional service, and we’re sorry to hear if we’ve fallen short of your expectations. If there’s an issue, we’re here to resolve it promptly and to use your feedback to continuously improve our service for all our clients.
Step 1: Initial Response
When you raise a concern, a Senior Associate from our Team will be assigned to your case to address and resolve it as swiftly as possible.
To raise an issue, you can contact us via:
Phone: 01274 050822
Email: complaints@armaani.co.uk
Step 2: Investigating Your Complaint
If we’re unable to resolve your concern at Step 1, we will escalate your complaint for a formal investigation by a dedicated member of our Dispute Resolutions Team (DRT). They will acknowledge receipt of your complaint within 24 hours (though in some cases, this may take up to 72 hours).
The investigation process can take up to 15 working days.
If additional time is needed, we’ll inform you in writing, explaining the reason for the delay.
Upon completion, you will receive a written response outlining the findings of our review and proposed resolution.
Step 3: Our Final Response
If you remain dissatisfied, you may request a senior associate of the DRT to conduct a further review of your complaint. This separate investigation will be completed within 15 working days, and a final response will be provided in writing.
Step 4: Next Steps
In the unlikely event that you are still unhappy with the outcome or if six weeks have passed since your initial complaint, we will provide you with details of how to contact The Property Ombudsman. This is a free, impartial, and independent service to help resolve disputes between estate agencies and customers. However, please ensure you allow us the opportunity to resolve your complaint before escalating it.
The Property Ombudsman
Milford House
43-55 Milford Street
Wiltshire
SP1 2BP
Phone: 01722 333 306
admin@tpos.co.uk
Note: Complaints to the Property Ombudsman must be made within 12 months of receiving our final response.
If you are working with an Armaani Associate and the complaint cannot be resolved at the initial stage, the following process will apply:
Stage 1: Resolution by the Associate
The Associate will investigate the complaint thoroughly and aim to resolve it promptly.
If the customer is dissatisfied with the outcome, the complaint will be escalated to Armaani Estates' Senior Advanced Dispute Resolutions Team.
Stage 2: Resolutions Team Investigation
The DRT will open a formal complaint case and acknowledge it within 24 to 72 hours.
They will contact all relevant parties and aim to resolve the issue within 15 working days.
If a refund or other resolution is necessary, the team will coordinate this in alignment with our internal policies.
Stage 3: Final Review by Senior DRT Member
A senior member of the Resolutions Team will review the case independently and provide a final written response within 15 working days.
Stage 4: Escalation to The Property Ombudsman (TPO)
If the matter remains unresolved, you may escalate it to the TPO.
The TPO will assess the case, and if necessary, conduct a full review, which may include reviewing documentation and interviews with all parties.
Our Commitment
Armaani Estates aims to handle all complaints fairly, transparently, and in a timely manner. Your feedback is valuable to us, and we strive to ensure every case is resolved to your satisfaction wherever possible. Thank you for giving us the opportunity to make things right.