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Complaints Procedure


Information for Customers

Citydeal Estates (London) Ltd is a member of 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 issues 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. Please put it in writing, including as much detail as possible. Our Member of Staff will send you written acknowledgment of the receipt of your complaint within 3 working days of receiving it, enclosing a copy of this procedure. We will aim to resolve the issue within 15 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 15 working days of receiving your request for a review confirming our final viewpoint on the matter. 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 (or more than 8 weeks has elapsed since the complaint was first made), you can contact The Property Ombudsman (TPO) with details of your complaint.


The Property Ombudsman

Milford House

43-55 Milford Street




01722 333 306


TPO will investigate your complaint further without charge. You will need to submit your complaint to The Property Ombudsman within 12 months from the date of our final viewpoint, including any evidence to support your case. The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.