Raising Concerns

Complaints Procedure

Complaints Procedure for Synergise Estates

 

At Synergise Estates, we are committed to providing services to the highest professional standard. We continuously review and improve our processes, and your feedback is an important part of that.

If you have suggestions on how we can improve, we welcome your comments at info@synergiseestates.co.uk If you wish to raise a formal complaint, please follow the procedure below.

Initial 14-Day Cooling Off Period

When you sign up for a property deal through Synergise Estates Ltd, you are entitled to a 14-day cooling-off period. During this period, you may cancel the deal without penalty under our Terms of Business. The cooling-off period begins on the date you sign the agreement.

Stage 1: Complaints Department

Please submit your complaint in writing to complaints@synergiseestates.co.uk

  • We will acknowledge receipt within 3 working days (although this may take longer during busy periods).

  • We may request further information to help us assess the matter fully.

  • A substantive response will normally be provided within 14 working days of receiving all relevant information. If we cannot resolve the matter within this timeframe, we will explain the reason for the delay and provide an estimated timeframe for resolution.

Stage 2: Directors

If you are not satisfied with the response from the Complaints Department, or if you do not receive a response within the timeframe above, you may escalate your complaint to the Directors of Synergise Estates.

  • Please clearly state in your email that your complaint is being escalated.

  • The Directors will acknowledge your escalation within 3 working days.

  • A substantive response will be provided within 14 working days of receipt, or an explanation and revised timeframe if more time is required.

Stage 3: Independent Redress

If your complaint remains unresolved after the Directors’ response, you may escalate it to the Property Redress Scheme (PRS), an independent organisation providing mediation and redress services for property companies.

Our membership details are:

Important Notes:

  • All complaints and responses must be submitted via email to ensure a documented trail.

  • Complaints should only be directed to complaints@synergiseestates.co.uk

  • This procedure is designed to comply with UK law and provide clear escalation points for resolution.

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