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Complaints Procedure

At Norale Property Solutions Ltd, we are committed to providing a high standard of service to all our clients and customers. We recognise that occasionally things may not go as expected. If you are dissatisfied with any aspect of our service, we encourage you to let us know so we can address the matter promptly and fairly.

This complaints procedure explains how you can make a complaint and how we will respond.

Scope of this procedure

This complaints procedure applies to our property agency services, including lettings, rent collection, property management, move-in support, compliance renewal and related services provided by Norale Property Solutions Ltd.

Stage 1 – Initial Complaint

If you have a complaint, please submit it in writing via email to: [email protected]

Please include:

  • your full name and contact details;

  • the nature of the complaint;

  • the property address or service the complaint relates to (if applicable); and

  • any supporting documents or evidence.

We aim to acknowledge receipt of your complaint within 3 working days and to provide a full written response within 10 working days of acknowledgment.

Stage 2 – Senior Review

If you are not satisfied with the outcome at Stage 1, you may request a further review. Your complaint will be escalated to a senior member of our team for reassessment.

Please reply to our Stage 1 response stating that you would like the matter reviewed further.

We aim to issue a final written response within 15 working days of receiving your escalation request.

Stage 3 – Independent Redress (Property Services Only)

If your complaint relates to our property agency services and you remain dissatisfied after receiving our final response, or if more than 8 weeks have passed since your initial complaint without resolution, you may refer the matter to our independent redress scheme:

Property Redress Scheme (PRS)

Website: https://www.theprs.co.uk

Email: [email protected]

The Property Redress Scheme is an independent, government-approved body that provides free dispute resolution for property agency complaints that cannot be resolved internally.

Complaints relating to other services

Complaints relating to services outside the scope of property agency work — including (but not limited to) training, academy or members-area access, digital content, courses, certificates, photography, virtual tours or general website use — are handled internally by Norale Property Solutions Ltd but are not eligible for independent redress through the Property Redress Scheme.

Final notes

We take all complaints seriously and use them as an opportunity to review and improve our services.

This complaints procedure does not affect your statutory rights.