Complaints Procedure

Effective Date: 7.23.2025

At The Kingswell Group, we are committed to providing exceptional service and maintaining the highest standards of professionalism. However, we understand that issues may arise, and we take every complaint seriously. This procedure outlines how clients can raise concerns and how we will address them promptly and fairly.

📨 How to Submit a Complaint

Clients may lodge a complaint using any of the following channels:

  • Email: Info@kingswell.group
  • Phone: +44 (0)203 5081 686
  • Postal Mail: Complaints Department
          The Kingswell Group
          45 Fitzroy Street, Fitzrovia, United Kingdom, W1T 6EB

Please include:

  • Your full name and contact information
  • Details of the complaint (including relevant dates, names, and documents)
  • Preferred method of contact for follow-up

⏱️ Response Timeline

Once we receive your complaint:

  • Acknowledgment: Within 3 business days
  • Investigation: We aim to complete our review within 10 business days
  • Resolution: You will receive a formal response within 15 business days of acknowledgment

If delays occur, we will keep you informed and provide a revised timeline.

🔍 How We Handle Complaints

  • Your complaint will be handled confidentially and impartially
  • It will be reviewed by a senior team member not involved in the issue
  • Our goal is to resolve the matter fairly, transparently, and without unnecessary delay
  • Where appropriate, we may offer solutions such as refunds, clarifications, or service adjustments

⚖️ Escalation Process

If you are dissatisfied with the outcome, you may request a further review. This will be escalated to a Director or senior executive within The Kingswell Group for a final decision.

🛡️ Regulatory Compliance

We comply with applicable consumer protection and real estate industry regulations. Should your complaint involve legal or regulatory issues, we may refer it to the appropriate authorities or professional bodies.

🙌 Our Commitment

We value all feedback — both positive and constructive. Complaints provide an opportunity to improve and reinforce our dedication to integrity, transparency, and client satisfaction.