Complaints procedure

We want every landlord to be happy with our service. If something has gone wrong, please tell us so we can put it right.

How to complain

Send your complaint in writing, including your name, property address and what happened:

• Email: hello@highgroveps.co.uk (subject "Complaint")
• Post: Complaints, Highgrove Property Solutions, The Malting, East Tyndall Street, Cardiff, CF24 5EA

What happens next

• Within 3 working days we acknowledge your complaint and tell you who is handling it.
• Within 15 working days of acknowledging it we send a full written response with our findings.
• If you're not satisfied, ask for a review. A director not involved in the original matter will reply within 15 working days with our final response.

If an investigation needs longer, we will tell you why and give you a new date.