Complaints
We aim to provide a high standard of service to every landlord, tenant and seller we work with. If we fall short, we want to know — and we have a clear procedure for putting it right.
Last updated: June 2026
Please put your complaint in writing to info@newgenestates.co.uk, or by post to:
Complaints — Newgen Estates Ltd
Suite 3, Metloc Business Centre, 37 Victoria Road, Romford RM1 2LH, United Kingdom
Please include your name, the property concerned, and a clear summary of the issue.
We will acknowledge your complaint within 3 working days of receipt and let you know who is dealing with it.
We will investigate fully and provide a formal written response within 15 working days. If we need longer for any reason, we will tell you and give a revised timeline.
If you are not satisfied with our initial response, you can ask for the matter to be reviewed by a senior member of the team, who will issue our final viewpoint letter within 15 working days.
If you remain dissatisfied after our final response — or if eight weeks pass without resolution — you can refer your complaint to our redress scheme:
The Property Redress Scheme
Premiere House, 1st Floor, Elstree Way, Borehamwood, WD6 1JH
www.theprs.co.uk
Our membership number is PRS058326.