Last updated: 22 October 2026
We aim to provide an exceptional service to everyone we deal with. If we have fallen short, we would like to know, so that we can put things right and learn from it. This procedure explains how to raise a concern, what will happen next, and how long it will take.
Younes Group is a trading name of Younes Estates Ltd, a company registered in England and Wales (company number 17535539) whose registered office is at 4th Floor, Flat 3, 182 to 184 Edgware Road, London W2 2DS.
1. Who can complain
Anyone who has dealt with us may use this procedure, whether or not you are our client. This includes owners, landlords, sellers, buyers, tenants and occupiers, guarantors and applicants. There is no charge for making a complaint.
2. Raising a concern informally
Many concerns can be resolved quickly by speaking to the person who has been looking after you. Please do so if you feel comfortable. If you would prefer not to, or if the matter is not resolved to your satisfaction, please make a formal complaint as set out below.
3. How to make a formal complaint
Please send your complaint in writing:
- by email to Show email address, with the word "Complaint" in the subject line; or
- by post to Complaints, Younes Group, 4th Floor, Flat 3, 182 to 184 Edgware Road, London W2 2DS.
If you would find it difficult to put your complaint in writing, please telephone us on +44 7411 555 851. We will write down the details of your complaint and send them to you to confirm that we have understood it correctly.
It will help us to deal with your complaint promptly if you include:
- your name and contact details, and the address of the property concerned;
- a clear description of what went wrong, with dates and the names of anyone you dealt with;
- copies of any letters, emails or other documents that support your complaint; and
- what you would like us to do to put things right.
Please raise your complaint as soon as you can, ideally within 12 months of the events concerned or of your becoming aware of them.
4. What happens next
Stage one: acknowledgement
We will acknowledge your complaint in writing within three working days of receiving it. Our acknowledgement will tell you who is dealing with it.
Stage two: investigation
A member of our team who was not involved in the matter will investigate your complaint. They will review our records and speak to the people involved.
We will send you a full written response within 15 working days of receiving your complaint. It will address each of the points you have raised and set out what we propose to do to resolve them. If, exceptionally, we need more time, we will write to explain why and tell you when you can expect our response.
Stage three: review by a director
If you are not satisfied with our response, please write to us explaining why. A director of Younes Group who has had no involvement in the matter will review your complaint and our handling of it afresh.
We will acknowledge your request for a review within three working days, and the director will send you our final viewpoint in writing within 15 working days of receiving it. Our final viewpoint letter will explain our conclusions on each point, set out any offer we make to resolve the matter, and tell you how you can take it further.
In any event, we will give you our final viewpoint within eight weeks of first receiving your complaint.
5. Taking your complaint further
If you remain dissatisfied after receiving our final viewpoint, or if eight weeks have passed since you first complained to us and you have not received it, our final viewpoint letter, or our reply to you, will explain how you can take the matter further, including to an independent redress scheme where one applies to the service you received.
6. Complaints about how we use your personal data
If your complaint is about how we have collected, used or protected your personal data, please send it to Show email address with the words "Data protection" in the subject line. You may use any method you prefer, and we will send you a complaint form if you would find one helpful.
We will acknowledge your complaint within 30 days of receiving it, as the law requires, although we aim to do so within three working days. We will then look into it without undue delay, keep you informed of our progress, and tell you the outcome.
You also have the right to complain to the Information Commission, the UK regulator for data protection, which continues to be known as the ICO. You can contact it at ico.org.uk or on 0303 123 1113. The ICO usually expects you to raise your concern with us first. Our Privacy Policy explains more.
7. Our commitment to you
We will treat your complaint seriously, fairly and in confidence. Making a complaint will never affect the way we treat you, and we will continue to provide our services to you while your complaint is considered. We keep a record of every complaint so that we can learn from it and improve.