Complaints Policy

Kelly Residential – Complaints Procedure

At Kelly Residential, we are committed to providing a high standard of service at all times. If you are dissatisfied with any aspect of our service, we take your concerns seriously and will aim to resolve them promptly, fairly and transparently.

Stage 1 – Making a Complaint 

As our agents operate as licensed operators of the Kelly Residential brand and run their own registered businesses, any complaint relating to a specific transaction should, in the first instance, be directed in writing to the relevant agent or business.

They will acknowledge your complaint and provide you with details of their individual complaints procedure. Your complaint will then be investigated in line with their obligations as members of the Property Redress Scheme. 

Stage 2 – Escalation to Kelly Residential

If you believe your complaint relates to the Kelly Residential brand, or you are dissatisfied with the response received at Stage 1, you may escalate your complaint in writing to: 

Jen Kelly
Operations Director
jen@kellyresidential.co.uk

We will:

• Acknowledge your complaint within 5 working days of receipt
• Investigate your complaint thoroughly
• Provide a full written response within 15 working days

If we are unable to provide a full response within this timeframe, we will inform you of the reason for the delay and confirm when you can expect our full reply. 

Stage 3 – Final Viewpoint & External Redress

Once our investigation is complete, we will issue a final viewpoint letter, which will set out our position on the matter.

If you remain dissatisfied after receiving our final viewpoint letter, you may refer your complaint to the Property Redress Scheme for independent review.

Referrals to the Property Redress Scheme should normally be made within 12 months of the date of our final viewpoint letter.

Scope of Our Role

Kelly Residential acts as a property marketing and sales agent. We are not a party to the contract of sale between buyer and seller and cannot adjudicate on legal disputes between parties.

Where a complaint relates to matters that fall within the legal relationship between buyer and seller, we may direct the parties to seek advice from their respective solicitors.

Record Keeping

We maintain records of all complaints received and use this information to review and improve our services. 

Company Information

Kelly Residential

Company No. SC672019
VAT: 398491238

PRS021837