Complaints Handling Procedure

Effective from: 15 August 2026

Our commitment

Castle Residential is committed to providing a professional and transparent service to landlords, tenants and other customers.

We take complaints seriously and aim to deal with them fairly, promptly and objectively. We will investigate complaints based on the information and evidence available to us and seek to resolve matters wherever reasonably possible.

This procedure explains how Castle Residential handles formal complaints about the service we provide.

1. Making a complaint

If you are dissatisfied with the service provided by Castle Residential, we encourage you to raise the matter with us as soon as possible.

A formal complaint should be made in writing by email or letter and should include, where possible:

• your name and contact details;
• the property address, where relevant;
• details of the service or matter you are complaining about;
• the relevant dates and events;
• any supporting information or evidence; and
• the outcome or resolution you are seeking.

Complaints should be addressed to the Manager or Director of Castle Residential.

2. Acknowledgement

We will acknowledge receipt of a formal written complaint within 3 working days, where reasonably practicable.

The acknowledgement will confirm that the complaint has been received and may request any additional information that is required to investigate the matter.

3. Investigation

Castle Residential will investigate the complaint fairly and objectively.

Depending on the nature of the complaint, this may involve reviewing:

• tenancy agreements and other contractual documents;
• correspondence and emails;
• property records;
• inspection and inventory reports;
• photographs;
• rent and payment records;
• communications with landlords, tenants, contractors or other relevant parties; and
• any other information relevant to the complaint.

We may contact the complainant or other relevant parties where further information or clarification is required.

4. Written response

We will provide a written response following our investigation.

The response will, where appropriate:

• summarise the matters raised;
• explain the information and evidence considered;
• set out our findings;
• confirm whether the complaint is upheld, partially upheld or not upheld;
• explain the reasons for our decision;
• identify any action or remedy that Castle Residential considers appropriate; and
• explain the options available if the complainant remains dissatisfied.

The time required to investigate a complaint may vary depending on its complexity and whether information is required from third parties. We will seek to deal with complaints without unnecessary delay.

5. Further consideration

If a complainant remains dissatisfied after receiving our written response, they should explain the reasons for their dissatisfaction and identify any matters they believe have not been properly addressed.

Castle Residential will consider any further information provided and, where appropriate, review the complaint before issuing a final written response.

Our aim is to ensure that the complaint has been properly considered before the matter is referred to independent redress.

6. Independent redress

Castle Residential is a member of the Property Redress scheme (PRS).

If a complaint cannot be resolved directly with Castle Residential, the complainant may have the right to refer the matter to the Property Redress scheme, subject to the PRS’s eligibility requirements and conditions.

The PRS generally requires the complainant to have first exhausted the member’s internal complaints process and allowed the member eight weeks to resolve the complaint, unless the applicable PRS requirements provide otherwise. (Property Redress)

Castle Residential will cooperate fully with any investigation or resolution process conducted by the Property Redress scheme and will provide relevant information and documentation when requested.

Further information about the Property Redress scheme and its complaint process is available from the PRS website.

7. Complaints involving third parties

Where a complaint concerns the actions or decisions of a landlord, contractor, deposit protection scheme, utility provider, local authority or another third party, Castle Residential will explain the extent of its involvement and responsibility.

Where appropriate, we will provide relevant information or assist the complainant in contacting the organisation responsible.

Castle Residential cannot determine matters that are outside its authority or responsibility.

8. Unreasonable or abusive behaviour

Castle Residential will treat complainants fairly and respectfully and expects the same in return.

We reserve the right to take appropriate steps where correspondence or behaviour becomes abusive, threatening, discriminatory, excessive or otherwise unreasonable.

This will not prevent a legitimate complaint from being considered.

9. Record keeping

We will retain appropriate records of complaints and their handling, including:

• the original complaint;
• relevant correspondence;
• information and evidence considered;
• our responses;
• any final response; and
• any action taken.

Complaint records will be handled in accordance with applicable data protection legislation and Castle Residential’s privacy policy.

10. Review of this procedure

This procedure will be reviewed periodically to ensure that it remains appropriate and reflects applicable legal, regulatory and Property Redress scheme requirements.

Castle Residential

Complaints Handling Procedure

Effective from 15 August 2026