Complaints and feedback

We want to hear from you if something has gone wrong.

How to contact us

Please contact Aston Estates by email at info@astonestates.co.uk or write to the relevant branch. Include your name, property address and a description of your concern.

How to make a complaint

At Aston Estates, we are committed to providing a professional, fair and reliable service. If something goes wrong, we want to hear about it so that we can investigate your concerns and work towards a satisfactory resolution.

All complaints relating to our Seven Kings and Dagenham branches are handled centrally.

Email: info@astonestates.co.uk

Please include your name, contact details, property address (if applicable), details of your complaint and any relevant supporting documents.

Our complaints procedure

Step 1 – Acknowledgement (Within 3 Working Days)

We will acknowledge your complaint in writing within 3 working days of receiving it.

Step 2 – Investigation & Response (Within 10 Working Days)

We will investigate your concerns and provide a written response within 10 working days of our acknowledgement.

If additional time is required, we will explain the reason for the delay and advise when you can expect a full response.

Step 3 – Further Review

If you are dissatisfied with our response, you may request a further review by emailing info@astonestates.co.uk.

Your concerns will be referred to senior management for consideration, and our final position will be communicated to you in writing.

Independent complaints resolution

Aston Estates is registered with Property Redress, a government-approved independent redress scheme for property agents.

If you remain dissatisfied with our final response, or your complaint has not been resolved within 8 weeks, you may be eligible to refer the matter to Property Redress.

You should contact Property Redress within 12 months of your last communication with us concerning the complaint, subject to the scheme’s eligibility requirements.

Property Redress provides a free and impartial complaints resolution service for eligible consumers.

Property Redress Contact Details

Website: www.propertyredress.co.uk

Email: info@propertyredress.co.uk

Telephone: 0333 321 9418

Address:
Property Redress
Limelight, 1st Floor
Elstree Way
Borehamwood
Hertfordshire, WD6 1JH

Our Property Redress memberships

Our Seven Kings and Dagenham branches operate under separate registered companies, both of which are members of Property Redress.

Seven Kings Branch

Aston Estates (SK) Ltd
Company Registration No: 13921059
Property Redress Membership No: PRS036705

Dagenham Branch

Aston Estates (DG) Ltd
Property Redress Membership No: PRS061175

Complaints will be handled by the company responsible for providing the relevant agency services, with all correspondence managed through our central email address.

Our commitment to you

We aim to handle every complaint fairly, professionally and promptly, keeping you informed throughout the process and making every reasonable effort to resolve concerns satisfactorily.

For all complaints, please email: info@astonestates.co.uk