top of page

Complaints Procedure

At Edgerow, we are committed to providing high-quality service to all of our clients and customers. If something goes wrong or fails to meet your expectations, we want to know about it so we can put things right and improve our services for the future.

We take all complaints seriously and promise to deal with them promptly, fairly, and confidentially.

 

Step 1: Submitting Your Complaint

To help us investigate and resolve your issue as quickly as possible, please email your complaint directly to our team:

Please include the following details in your email:

  • Your full name and contact details (phone number and preferred email address).

  • The address of the property concerned.

  • A clear description of the issue, including relevant dates and times.

  • Any supporting evidence or documentation (e.g., screenshots, emails, invoices).

  • What you feel would be a fair or satisfactory outcome.

 

Step 2: Acknowledgment

Once we receive your email, we will log your complaint and send an initial acknowledgment within 2 working days.

Note: Your complaint will be assigned to a dedicated team member who will serve as your main point of contact throughout the process.

 

Step 3: Investigation

We will thoroughly investigate your complaint. This may involve:

  • Reviewing internal records, communication logs, and transaction details.

  • Speaking with the team members involved.

  • Reaching out to you if we need additional information or clarification.

 

Step 4: Resolution & Response

We aim to complete our investigation and provide a full written response within 10 working days of receiving your complaint.

Our final response will include:

  • A summary of our findings.

  • An explanation of any actions taken or decisions made.

  • Details of any proposed resolution (such as a remedy, refund, or action plan).

  • Steps we are taking internally to prevent the issue from happening again.

 

If an investigation requires complex reviews or third-party input and takes longer than expected, we will update you on our progress before the 10-day mark and provide an estimated completion date.

 

Step 5: Review & Escalation

If you are not satisfied with the outcome or the handling of your complaint, you can request an internal review.

​

Reply directly to your complaint thread or email [email protected] with "Complaint Escalation" in the subject line. Your case will be escalated to a senior manager who was not involved in the initial investigation. They will conduct an independent review and provide a final determination within 7 working days.

bottom of page