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Complaints Process

At High Park, we are dedicated to delivering exceptional service. However, if you feel we have not met this standard, we take your feedback seriously and are committed to resolving any concerns promptly and professionally. Please follow the steps below to submit a formal complaint.

Step 1: Submitting Your Complaint

If you wish to make a formal complaint, we kindly ask that you put your concerns in writing and provide the following details:

  • A summary of the issue and why you feel we have not met our usual high standards.
  • Any supporting documents or evidence relevant to your complaint.
  • What you would like us to do to resolve the matter.

Please send your complaint to:

  • Email: admin@high-park.co.uk
  • Post: High Park Properties, NBV Enterprise Centre, 6 David Ln, Old Basford, Nottingham NG6 0JU

Step 2: Acknowledgment and Investigation

  • Acknowledgment: We will acknowledge receipt of your complaint within 3 working days.
  • Investigation: Your complaint will be thoroughly reviewed in accordance with our internal procedures to ensure a fair resolution.

Step 3: Response

  • A formal written response will be sent to you within 21 days of receiving your complaint. If we require more time to resolve the matter, we will inform you in writing and provide an updated timeline.

Step 4: Final Review

If you are not satisfied with our response, your complaint will be escalated to one of our Co-Founders for a final internal review. Following this, we will issue a final written statement outlining our decision.

Step 5: External Redress

If you remain dissatisfied after completing our internal complaints procedure, you can refer the matter to our redress scheme. High Park is a member of the Property Redress Scheme (PRS), an independent service that can investigate unresolved complaints.

The Property Redress Scheme, Premiere House, 1st Floor, Elstree Way, Borehamwood, Hertfordshire, WD6 1JH

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