We are committed to providing you with the highest level of service possible, but sometimes, things can go wrong. By letting us know when you have a problem, we can work with you to understand what’s happened
and put it right. This easy-to-use guide tells you how to make us aware of your views so that we can address
any concerns you may have, quickly and professionally.

HOW DO I REPORT A COMPLAINT?

The first thing you need to do is contact us and let us know what part of our service you are unhappy with. You can report your concerns to us by phone, in writing
by post, or you can send us an email.

We will aim to resolve any issues immediately, however if this is not possible then your concerns will be
escalated to a manager who will investigate the matter.

Raymar Batten
Arlington Residential
8 Wellington Road,
London,
NW8 9SP
Phone: 020 7722 3322
Email: raymar@arlingtonresidential.com

WHAT HAPPENS NEXT?

When we receive your complaint, we will:

• Send you a written acknowledgement within three working days which will outline who is responsible
  for investigating the issues raised.
• Collate as much information as possible and liaise
  with the various departments involved to establish
  all the facts.
• Send a detailed response within fifteen working
  days, informing you of the outcome and ask if the
  suggested resolution is satisfactory. If we need
  more time to resolve your concerns however, you
  will receive a written explanation for the delay.

All complaints are kept confidential and will be dealt with in a fair and unbiased way. If we do not hear from you within eight weeks of our response, we will assume the matter has been resolved and the complaint will be closed.

Should you have concerns in the meantime however,
please contact the member of staff whose name appears on the letter of acknowledgement.

STILL NOT HAPPY?

After receiving our response, if you feel your complaint has not been fully addressed, please let us know and
we will aim to resolve the matter for you.

Your concerns will be acknowledged within three working days of receipt and your complaint will be passed to an alternative, more senior member
of staff for consideration.

Where possible, a final response will then be issued within fifteen working days. If we are unable to respond
to you within this timescale, we will contact you to let
you know when we anticipate a resolution, and inform
you of your right to appeal to a third party.

If you are still not satisfied with the outcome, we would advise that you contact our independent
redress scheme.

Property Redress Scheme, Lumiere, Suite 1-3, 1st Floor, Elstree Way, Borehamwood
WD6 1JH

Phone: 0333 321 9418
Email: landlordredress@theprs.co.uk
Website: https://www.theprs.co.uk

You must refer your complaint to the redress scheme within 6 months of our final correspondence regarding your complaint.

Once in receipt of the PRS review you have 6 months in which to refer your complaint to Propertymark.

For further details please see link here: Make a complaint about a Propertymark member | Propertymark.”.