At Orato Estates Limited, we endeavour to provide the highest possible standards of service to all our clients and customers. We recognise, however, that on occasion things may not go according to plan. In such circumstances, we operate an internal complaints procedure to ensure that any concerns are dealt with fairly, promptly and professionally.

1. Making a complaint

In the first instance, please contact Orato Estates Limited directly and provide details of your complaint, including the property concerned and the nature of the issue.

If you are unable to resolve the matter informally and wish to escalate your complaint, please submit your complaint in writing by email to complaints@oratoestates.co.uk or by post to:

Complaints
Orato Estates Limited
75 York Street
London
W1H 1DP

2. Acknowledgement

We will acknowledge receipt of your written complaint within three working days and confirm who will be responsible for investigating the matter.

3. Investigation and response

Within a further 15 working days, the person investigating your complaint will provide you with a written response setting out the outcome of the investigation and, where appropriate, any action that has been taken or will be taken.

If we require additional time to investigate the complaint, we will notify you in writing and provide an updated timescale for our response.

4. Independent review

If you remain dissatisfied with our final response, or if eight weeks have elapsed since your complaint was first made, you may refer the matter to our independent redress provider, the Property Redress Scheme, without charge.

Property Redress Scheme
Premiere House, First Floor
Elstree Way
Borehamwood
WD6 1JH

Telephone: 0333 321 9418
Email: info@theprs.co.uk
Website: www.theprs.co.uk

The Property Redress Scheme will only consider complaints relating to services covered by its scheme and subject to its applicable rules and time limits.

Accessibility

Where possible, Orato Estates Limited will make reasonable adjustments to accommodate customers with disabilities or accessibility requirements. If you require any assistance in making a complaint, please contact us and we will do our best to accommodate your requirements.