1. Introduction

At The Iron Circle, we pride ourselves on maintaining the highest standards of professionalism, integrity and service.
However, we understand that sometimes things may not go as planned.
If you are dissatisfied with any aspect of our service, we encourage you to let us know so we can resolve the matter quickly, fairly and professionally.

This Complaints Policy explains how you can raise a concern, how we handle complaints, and what you can expect from us throughout the process.

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2. Our Commitment

We take all complaints seriously and view them as an opportunity to learn and improve.
Our goals are to:

• Treat all complaints with fairness, confidentiality and respect.

• Acknowledge and respond promptly.

• Investigate thoroughly and objectively.

• Provide a clear and timely resolution.

• Use feedback to continually improve our services.

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3. How to Make a Complaint

If you wish to make a complaint, please contact us using one of the following methods:

By Email: Info@theironcircleltd.co.uk
 

Please include:

• Your full name and contact details.

• Details of the issue, including dates and any relevant documents.

• What outcome you are seeking.

We encourage written complaints wherever possible so we can ensure accurate records are kept.

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4. How We Handle Complaints

Step 1 – Acknowledgement

We will acknowledge receipt of your complaint within 5 working days.

Step 2 – Investigation

Your complaint will be reviewed by a senior member of our team who is independent of the issue raised.
We may contact you for further information if required.

Step 3 – Response

We aim to provide a full written response within 15 working days of acknowledgement.
If more time is needed, we will let you know and provide regular updates on progress.

Step 4 – Resolution

We will clearly explain our findings, any actions taken, and the reasons for our decision.
If appropriate, we will offer corrective action or a gesture of goodwill.

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5. Escalation

If you are not satisfied with our response, you can request that your complaint be reviewed by a Company Director.
We will conduct a final internal review and issue a written response within 10 working days.

If your complaint relates to property management or investment services regulated under UK property standards, and you remain dissatisfied after our internal process, you may refer your complaint to an independent redress scheme such as:

The Property Ombudsman
Website: www.tpos.co.uk
Email: admin@tpos.co.uk
Telephone: 01722 333 306

You must refer your complaint to The Property Ombudsman within 12 months of receiving our final response.

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6. Confidentiality and Data Protection

All complaints will be handled in accordance with the UK General Data Protection Regulation (UK GDPR) and Data Protection Act 2018.
Information will only be shared with those directly involved in investigating or resolving your complaint.

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7. Continuous Improvement

We review all complaints quarterly to identify trends and areas for improvement.
Lessons learned are shared across our team to strengthen service quality and accountability across all projects and client relationships.