Our Commitment

At Nicholas Residential, we aim to provide a high standard of service to all our clients. However, if something has not gone as expected, we want to hear about it so we can put things right. We take all concerns seriously and aim to resolve issues quickly, fairly and with care.

Contact Us

If you are unhappy with any part of our service, please contact us and we will do our best to resolve the matter as quickly as possible. You can contact us in the following ways:

• Phone: 02890 38 83 83
• Email: mark@nicholasresidential.co.uk
• Post: Wellington Park Business Centre, 3 Wellington Park, Belfast, BT9 6DJ

Where possible, we will aim to resolve concerns straight away. If the matter cannot be resolved immediately, your complaint will be passed to a senior member of our team for further review.

Our Complaints Process

If your concern cannot be resolved immediately, the following process will apply.

• Acknowledgement

  We will acknowledge your complaint in writing within 3 working days of receiving it.

• Investigation

  Your complaint will be investigated thoroughly and fairly. This may include speaking with any team members involved and reviewing relevant information.

• Response

  We aim to provide a full written response within 15 working days explaining our findings and outlining any steps we are taking to resolve the matter. If additional time is required, we will explain the reason and keep you informed.

All complaints are handled confidentially.

Further Review

If you are not satisfied with our response, please let us know and your complaint will be reviewed by a senior member of the team who has not previously been involved. We will aim to provide a further response within 15 working days. If additional time is needed, we will explain why and keep you updated.

Independent Redress

If you are still not satisfied after receiving our final response, you may refer the matter to our independent redress scheme.

Property Redress Scheme
Limelight, 1st Floor, Studio 3
Elstree Way
Borehamwood
Hertfordshire
WD6 1JH

Phone: 0333 321 9418
Email: info@propertyredress.co.uk
Website: propertyredress.co.uk

You must contact the scheme within 6 months of receiving our final written response.

Professional Standards

As a Propertymark member, if you are still unhappy after our internal complaints process, you can raise concerns about our professional conduct with Propertymark. Please note that Propertymark does not have the authority to award compensation.

Phone: 01926 496791
Email: compliance@propertymark.co.uk
Website: propertymark.co.uk