Complaints Procedure

If you have a complaint, please provide the following information so that we can investigate it fully:

• Your full name and contact details
• The property address where relevant
• The nature of the complaint
• Relevant dates
• Your desired resolution
• Any supporting documents where appropriate

You can submit a complaint using the form below, or contact us directly at:

Complaints email: enquiries@saintnoirgroup.com

Saint Noir Properties aims to acknowledge formal complaints within 3 working days of receipt. The acknowledgement will confirm who is handling the complaint and the expected timeline for a response.

Your complaint will be reviewed by an appropriate senior person who was not directly responsible for the issue where practicable. We will examine the circumstances, review any relevant records and, where necessary, speak to the team members involved.

Saint Noir Properties aims to provide a written outcome within 15 working days of receiving the complaint. If additional time is reasonably required, we will contact you to explain why and provide an updated timeframe.

If you remain dissatisfied with the outcome, you may request a final internal review. A senior member of the Saint Noir Properties team, not previously involved in the complaint, will review the matter and provide a final response.

If, after our internal process, you remain dissatisfied with the outcome, you may have the right to refer the matter to an independent property redress scheme.

Details of the relevant independent redress scheme will be published once Saint Noir Properties' membership has been confirmed. In the meantime, complaints can be submitted directly to our team for internal review.