Complaints Procedure

Complaints Procedure

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Vardo Property Services Limited (trading as Vardo Estates) is committed to providing a high standard of service to all clients and customers. We take all complaints seriously and aim to resolve any issues fairly, promptly and professionally.

If you are unhappy with any aspect of our service, please follow the steps below.

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Step 1: Contact Us

In the first instance, please raise your concern with the member of staff handling your matter. Many issues can be resolved quickly through direct discussion.

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Step 2: Formal Complaint

If your concern is not resolved, or you would prefer to raise it formally, please submit your complaint in writing, including your name, address, property reference (if applicable), and full details of your complaint, to:

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Vardo Property Services Limited

66 Cheriton Road

Rainham

Kent

ME9 7BG

Email: info@vardopropertyservices.co.uk

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Step 3: Acknowledgement

We will acknowledge your complaint in writing within 3 working days of receipt, confirming who will be investigating the matter.

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Step 4: Investigation and Final Viewpoint

We will investigate your complaint thoroughly and provide a formal written response (our “final viewpoint” letter) within 8 weeks of receiving your complaint. This response will set out our findings and, where appropriate, any actions we propose to take.

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Step 5: Referral to an Independent Redress Scheme

If you remain dissatisfied with our final viewpoint, or if 8 weeks have passed since you first raised your complaint and it has not been resolved, you may refer the matter to our independent redress scheme, free of charge. Details of our redress scheme membership are set out below in our Redress Scheme Disclosure.

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We will provide a copy of this complaints procedure to any client or customer on request.