Complaints Procedure

At Battersea & Nine Elms Estates, we endeavour to provide the highest levels of service. We do however recognise that on occasion things do not go according to plan. In such instances, Battersea & Nine Elms Estates operates an internal complaints procedure.

1. In the first instance, please contact the manager of the branch or department concerned. If you are unable to resolve the matter with the branch/department manager and wish to escalate your complaint, please send a summary of your complaint by email* to This email address is being protected from spambots. You need JavaScript enabled to view it. or write to:

   Customer Services
   Campions Group
   5th Floor, The Lantern
   75 Hampstead Road
   London, NW1 2PL

2. We will acknowledge receipt of your written complaint within three working days and tell you who will be investigating your complaint.

3. Within a further 15 working days the relevant person will write to you to inform you of the outcome of the investigation into your complaint, and to let you know what (if any) actions have been or will be taken. If a longer period is required to consider your complaint you will be notified in writing with a revised timescale.

4. If you remain dissatisfied (or more than eight weeks has elapsed since the complaint was first made), you can request an independent review from the Property Redress Scheme without charge.

   Property Redress Scheme
   Premiere House, First Floor,    0333 321 9418
   Elstree Way,                  This email address is being protected from spambots. You need JavaScript enabled to view it.
   Borehamwood, WD6 1JH    www.theprs.co.uk

Please note that Property Redress Scheme will only review complaints made by customers of Battersea & Nine Elms Estates sales and lettings services, and within 12 months from the date of our final viewpoint.

*Where possible, Battersea & Nine Elms Estates will make reasonable adjustments to accommodate customers with disabilities. Please contact your local branch to discuss your requirements and they will then request a senior member of staff to contact you to escalate the matter further.