Complaints Policy

This process applies to complaints about property services provided by The Upgrade Authority. We use the details you provide only to investigate the matter, respond to you and meet our record keeping obligations.

How to Make a Complaint

Write to the member of staff who dealt with your matter or email support@theupgradeauthority.com. Explain what happened, the property or service involved, when it happened and what outcome you are seeking.

You can also write to The Upgrade Authority Ltd, Henleaze House Business Centre, 13 Harbury Road, Henleaze, Bristol, BS9 4PN.

Our Response

We aim to acknowledge a written complaint within three working days and provide a full response within 15 working days. If the investigation needs longer, we will explain what remains to be checked and when you can expect the response.

Final Review

If the first response does not resolve the matter, ask for a final review. A person who was not responsible for the original response will review the evidence where possible and issue our final viewpoint.

Property Redress Scheme

Eligible consumers can refer an unresolved complaint to the Property Redress Scheme after receiving our final viewpoint, or when more than eight weeks have passed since the complaint was first raised. The referral must normally be made within 12 months of our last communication with you.

The Property Redress Scheme is at Limelight, 1st Floor, Studio 3, Elstree Way, Borehamwood, Hertfordshire, WD6 1JH. Use the Property Redress Scheme complaint portal to start a referral.

Our Property Redress Scheme membership number is PRS040906. You can view our current certificate and the related memberships in our Compliance Policy.

Last updated: 27 August 2026.