Complaints Handling

Complaints Handling Procedure

At Azure Residential, we are committed to providing the highest level of service to all our clients. However, we understand that occasionally things may not go as expected. When that happens, we encourage you to tell us — so we can put things right and continue to improve.

Step 1: Speak to Us

In the first instance, please raise your concern directly with the team member you’ve been dealing with. Most issues can be resolved quickly and informally.

Step 2: Formal Complaint

If you're not satisfied with the initial response, you may escalate your complaint by writing to:

Luca Davis
Director
Azure Residential
19-21 Hatchett Street, Birmingham, B19 3NX
sales@azureresidential.com
0121 630 1491

Please include:

• Your name and contact details

• The nature of your complaint

• Any supporting documents or evidence

• What outcome you are seeking

We will acknowledge receipt of your complaint within 3 working days and aim to provide a full written response within 15 working days of acknowledgment.

Step 3: Further Investigation

If the matter is complex or requires further investigation, we will update you within 15 working days and aim to resolve your complaint within a maximum of 8 weeks from receipt.

Step 4: Independent Redress

If you are not satisfied with our final response, or we have not resolved your complaint within 8 weeks, you may refer the matter to our redress scheme:

Property Redress Scheme (PRS)
Website: https://www.theprs.co.uk
Email: complaints@theprs.co.uk
Phone: 0333 321 9418

Azure Residential is a member of the Property Redress Scheme and we are bound by their decisions.