At Aureate Residences Ltd we take all complaints seriously and aim to resolve them promptly and fairly. Our goal is to learn from any issues raised and continuously improve our services.
01
Initial contact
Contact us within seven days of the issue arising. Provide full details of your complaint including dates, times and any relevant documentation.
Within 7 days
02
Acknowledgement
We will acknowledge your complaint within three working days and assign a dedicated case handler to investigate your concerns.
3 working days
03
Investigation
Our team will investigate your complaint thoroughly, gathering all relevant information and speaking with all parties involved.
Up to 15 working days
04
Resolution
We will provide a written response detailing our findings and proposed resolution. If you remain dissatisfied, you may escalate to our senior management or to PIMS.
Within 8 weeks total
Get in touch
How to contact us.
To make a complaint, please contact us using one of the methods below. Include as much detail as possible to help us investigate your concerns.
If you remain dissatisfied after following our internal complaints procedure, you may refer your complaint to PIMS for an independent review. We are members of PIMS (member No. 133801).
