Complaints procedure

We are committed to providing a high standard of service. If you are dissatisfied with any aspect of the service you have received from The Adeline Property Group Ltd, we want to know about it so that we can put things right and improve our service for the future.

This complaints procedure has been prepared in accordance with the requirements of the RICS Service Charge Residential Management Code (4th edition, effective 7 April 2026) and our obligations as a member of The Property Ombudsman scheme.

Stage 1: Initial complaint

In the first instance, please raise your complaint with your dedicated property manager by email or in writing. We ask that you provide a clear description of the issue, the outcome you are seeking, and any relevant supporting information. Your property manager will acknowledge your complaint within three working days and will aim to provide a full response within ten working days.

If the matter requires further investigation, your property manager will inform you of the expected timeframe and keep you updated on progress.

Stage 2: Escalation to director

If you are not satisfied with the response at Stage 1, or if you feel your complaint has not been adequately addressed, you may escalate the matter in writing to our director. Please send your escalation to info@adelinepropertygroup.co.uk with the subject line “Formal Complaint — Stage 2”.

Our director will review the complaint, the actions taken at Stage 1, and any additional information you provide. A written response will be issued within fifteen working days. If the matter is complex and requires additional time, we will notify you and provide an updated timeframe.

Stage 3: The Property Ombudsman

If you remain dissatisfied after completing Stages 1 and 2 of our internal complaints procedure, you have the right to refer your complaint to The Property Ombudsman (TPO). The Property Ombudsman provides a free, independent, and impartial dispute resolution service and is our approved redress scheme.

You must refer your complaint to The Property Ombudsman within twelve months of receiving our final written response at Stage 2. The Property Ombudsman will only consider complaints that have been through our full internal process.

The Property Ombudsman can be contacted at:

Record keeping

We maintain a record of all complaints received, the actions taken, and the outcomes achieved. Complaints records are reviewed regularly to identify any patterns or areas where our service can be improved.

Regulatory framework

This procedure complies with the requirements of the RICS Service Charge Residential Management Code (4th edition), which requires all managing agents to maintain a written complaints procedure, to handle complaints promptly and fairly, and to be a member of an approved redress scheme. Our membership of The Property Ombudsman scheme satisfies this requirement.

We are also members of The Property Institute (TPI) and hold Client Money Protection (CMP) cover, ensuring that client funds held by us are protected in the event of misappropriation.

Contact

To raise a complaint, please contact your property manager directly or write to us at info@adelinepropertygroup.co.uk. You may also contact us by telephone on 0208 125 4071.