Regal Estate Agents
Trading name of Regal Capital Group Ltd
Purpose
Regal Estate Agents is committed to providing exceptional service to all our clients. We recognise that despite our best efforts, there may be occasions when our service does not meet your expectations. This Complaints Procedure outlines our systematic approach to handling complaints fairly, efficiently, and transparently. We view complaints as valuable feedback that helps us improve our services and maintain the highest standards of customer care.
Scope
This procedure applies to all complaints received regarding our services, including property sales, lettings, property management, valuations, and any other services provided by Regal Estate Agents. It covers complaints from all stakeholders, including buyers, sellers, landlords, tenants, and any other parties who have interacted with our services. This procedure applies to complaints received through any channel, including in-person, telephone, email, letter, or social media.
Definitions
Complaint: Any expression of dissatisfaction about our service, whether justified or not, that requires a response from us.
Complainant: Any person or organisation making a complaint about our services.
Working Days: Monday to Friday, excluding public holidays and our designated office closure days.
Our Commitment
We are committed to:
- Treating all complaints seriously and with respect
- Investigating complaints thoroughly and impartially
- Responding to complaints promptly and professionally
- Learning from complaints to improve our services
- Maintaining confidentiality throughout the process
- Providing clear information about next steps and timescales
- Ensuring no detriment to complainants for raising legitimate concerns
Stage 1: Initial Complaint and Immediate Resolution
Making a Complaint You can make a complaint through any of the following methods:
In Person: Visit our head office at Suite Ra01, 195-197 Wood Street, London, E17 3NU during business hours
Telephone: Call us on 01270 295673 and ask to speak with a manager
Email: Send your complaint to contact@regalestateagents.co.uk with “COMPLAINT” in the subject line
Letter: Write to us at our registered address, marking your correspondence “COMPLAINT”
Online: Use the complaint form on our website
What to Include When making a complaint, please provide:
- Your full name and contact details
- Property address or reference number (if applicable)
- Details of the service you are complaining about
- Specific details of what went wrong
- When the issue occurred
- What outcome you are seeking
- Any supporting documentation
Our Initial Response
- We will acknowledge receipt of your complaint within 3 working days
- We will provide you with a unique complaint reference number
- We will assign a complaint handler who was not directly involved in the matter
- We will explain our complaints procedure and expected timescales
- We will attempt to resolve straightforward complaints immediately where possible
Investigation Process Our complaint handler will:
- Review all relevant documentation and records
- Interview relevant staff members
- Examine our procedures and policies
- Consider any third-party evidence
- Assess whether our service met reasonable expectations
- Determine appropriate remedial action if required
Resolution Timeline We aim to resolve complaints at Stage 1 within 15 working days of receipt. If we need more time due to the complexity of the issue, we will:
- Explain why additional time is needed
- Provide a revised timeline
- Keep you updated on progress at least weekly
Stage 2: Formal Investigation
If you are not satisfied with our Stage 1 response, you can request a formal investigation by:
- Contacting us within 20 working days of receiving our Stage 1 response
- Explaining why you remain dissatisfied
- Providing any additional information or evidence
Formal Investigation Process
- A senior manager not previously involved will conduct the investigation
- We will review all previous correspondence and evidence
- We may request additional information from you
- We will conduct a comprehensive review of our handling of the matter
- We will consider whether our original response was appropriate
Final Response We will provide a comprehensive written response within 8 weeks of receiving your request for formal investigation. This response will include:
- A summary of the complaint and our investigation
- Our findings and conclusions
- Details of any remedial action we will take
- Information about your right to refer the matter to an independent ombudsman
- Contact details for the relevant ombudsman service
Stage 3: Independent Resolution
In the unlikely event that you do not receive a response within 8 weeks or remain dissatisfied then you may refer the matter to:
The Property Redress Scheme
Premier House, 1st Floor, Elstree Way, Borehamwood, WD6 1JH
Tel: 0333 321 9418
Email: info@theprs.co.uk
Please note: You will need to submit your complaint to The Property Redress Scheme within 12 months of receiving our final viewpoint letter, including any evidence to support your case. The Property Redress Scheme requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.
Record Keeping and Learning
We maintain comprehensive records of all complaints, including:
- Details of the complaint and investigation
- Correspondence with complainants
- Actions taken and outcomes achieved
- Lessons learned and service improvements implemented
We regularly review complaint trends to identify opportunities for service enhancement and staff training.
Contact Information
Regal Capital Group Ltd
Regal Estate Agents
Address: Suite Ra01, 195-197 Wood Street, London, E17 3NU
Email: contact@regalestateagents.co.uk
Phone: 01270 295673
Last Updated: 28 July 2025