Our commitment
Kinswell Property aims to provide a professional and consistent standard of service.
We recognise that concerns may arise and are committed to considering complaints fairly, respectfully and in accordance with our internal complaints process and applicable redress obligations.
Step 1 — Raise your concern
If you are dissatisfied with our service, please contact us and explain the issue.
Email: info@kinswell.co.uk
Telephone: 01254 949500
For a formal complaint, we recommend submitting your concerns in writing. Please include:
- Your full name
- The relevant property address, where applicable
- A description of your concern
- Relevant dates or correspondence
- The outcome you are seeking
Step 2 — Internal investigation
We will review the complaint and relevant records, investigate the matters raised and respond in writing.
We will acknowledge your complaint within 3 working days and send our final written response within 15 working days. If we need longer because the matter is complex, we will tell you why and keep you updated. Our complete internal process will always conclude within eight weeks.
Step 3 — Our response
We will explain the outcome of our review, give our reasons and identify any action we consider appropriate.
Where the matter remains unresolved, we will explain the next available stage.
Step 4 — Independent redress
- Redress scheme
- Property Redress
- Membership reference
- PRS060013
Kinswell Property is a member of Property Redress, a government-approved property redress scheme.
If you remain dissatisfied after receiving our final response, or eight weeks have passed since you made your complaint without it being resolved, you may be able to refer the complaint to Property Redress, subject to the scheme's eligibility rules and deadlines.
Property Redress normally accepts a complaint where the last communication about the matter was within the past 12 months. There is no charge for an eligible consumer to raise a complaint under the scheme.
Read Property Redress's guidance on making a complaint (opens in a new tab)
This procedure does not affect your statutory rights.