Complaints

As an agent licensed by The Property Ombudsman, Elavace Estates aims to provide the highest standards of service to all landlords and tenants, but to ensure that your interests are safeguarded, we offer the following:

If in the unlikely event that you believe you have a grievance, please contact us via one of the three methods below:

Write to:
Elavace Estates Limited
5th Floor Horton House
Exchange Flags
Liverpool L2 3PF

Email:
complaints@elavaceestates.com

Call:
0151 808 0697

The grievance will be acknowledged within 3 working days and then investigated thoroughly in accordance with established in-house procedures. A formal written outcome of the complaint will be sent to you within 15 days of our acknowledgement. If we require longer than this time-scale we will advise you in writing and confirm our revised response date.

* If you remain dissatisfied with the result of the internal investigation, please refer the matter to the Managing Director who will review the complaint.

* Following the conclusion of our in-house review we will write to you with a final written statement.

If you are dissatisfied with the conclusion of the in-house review of the complaint after 8-weeks, you can refer the matter to:

The Property Ombudsman
Milford House
43 - 55 Milford Street
Salisbury, Wiltshire
SP1 2BP
Tel: 01722 333306
Email: www.tpos.co.uk


Please note that you have 12 months to raise the matter with The Property Ombudsman but we recommend you do so as early as possible.