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

If you have a complaint, please put it in writing, including as much detail as possible.
We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).

What will happen next?
·       We will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.
·       We will then investigate your complaint. This will normally be dealt with by the office manager who will review your file ands peak to the member of staff who dealt with you. 
A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.
·       If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.
·       We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.

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 you remain dissatisfied, you can then contact The Property Ombudsman to request an independent review:

The Property Ombudsman Ltd
Milford House
43-45 Milford Street
Salisbury
Wiltshire
SP1 2BP
01722 333 306
www.tpos.co.uk

Please note the following:
You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.
The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.

Anti Money Laundering: We run CDD checks on our clients when we are asked to do estate agency work (including property auction and relocation agent work). As a lettings agency, we comply with all AML regulations.