Close Search
Report a Maintenance Issue

Complaints Procedure


Information for Customers

Citydeal Estates (London) Ltd is a member of The National Association of Estate Agents (NAEA), The Association of Residential Letting Agents (ARLA) and also The Property Ombudsman (TPO). Our team strives to promote the professional standards and deliver incomparable service, backed up by nationally recognised codes of practice, to all our customers.  To make sure your interests are preserved, we established a Complaints Procedure. Its primary purpose is to find the solution to all issues and concerns raised as swiftly as possible. Nonetheless, we do hope to efficiently manage any concerns raised at branch level.


Stage One – Member of Staff

Although we receive very few complaints, we do understand that once in a while things might go wrong. If this happens we encourage any complaint to be initially addressed to a Member of Staff you have been dealing with. He or she will aim to resolve the issue within three working days after the date the matter was raised.


Stage Two – Director

We hope that we are able to resolve your complaint but if you are not satisfied with the response you receive, please write to the Director of Citydeal Estates. Please include in your letter details of your specific complaint with dates and copies of any supporting documentation. You will normally receive an acknowledgement within 3 working days and a response within 10 working days. Director’s contact details are:


Mr Faisal Yousuf

Citydeal Estates, 115 Churchfield Road, London W3 6AH


Stage Three – The Property Ombudsman

We hope that we can resolve any issues you may have but if you are not happy with our response, you can contact The Property Ombudsman (TPO) with details of your complaint. Further details on how to contact the TPO could be found on their website: They will investigate your complaint further. Please note that TPO will not consider your complaint until our in-house complaints process has been exhausted.