Complaints Handling Procedure

We have appointed Jodie Fraser, Managing Director of Fraser Allen Estate Management, to deal with your complaint.  If you have a question or if you would like to make a complaint, please do not hesitate to contact her. 

Contact details are as follows:

Fraser Allen Estate Management

Festival House

Jessop Avenue


GL50 3SH

E mail:

Telephone: 01242 399150

If you have initially made your complaint verbally, whether face to face or over the phone, please also make it in writing addressed to Mrs Jodie Fraser at the address above.  This is to ensure that we fully understand exactly what your complaint is and have a written record of it. 

Stage 1

Fraser Allen Estate Management will acknowledge your complaint within 7 days of receipt. 

We will consider your complaint as quickly as possible and provide you with a full response, or if that is not possible, an update on what is happening with your complaint, within 28 days. 

The first stage of our complaints handling procedure will involve full consideration of your complaint by Mrs Fraser on behalf of Fraser Allen Estate Management.  We will try to resolve the complaint to your satisfaction.  If you are happy with the outcome of Mrs Fraser’s investigation into your complaint, the matter will conclude. 

Stage 2

If you are still not satisfied after the last stage of our in-house procedure (or more than 8 weeks have elapsed since the complaint was first made) then you can, without charge, take the matter up with The Property Ombudsman as follows:

The Property Ombudsman

Milford House

43-55 Milford Street



E mail:

Telephone: 01722 333306

Fraser Allen Estate Management will use the RICS Dispute Resolution Service in respect of complaints received from persons or organisations in a business capacity. 

RICS Dispute Resolution Service

55 Colmore Row
B3 2AA

E mail:

Telephone: 020 7334 3806