Auriens Chelsea Complaints Procedure

Last updated25 August 2023

We welcome all feedback from our customers, residents and visitors, whether positive or negative and will review it and use it to promote continuous improvement in our services. 

This procedure relates to any property matters. Complaints relating to personal care services should be raised directly with your care provider through their own complaints procedure.

If you would prefer us to contact an intermediary who is acting formally on your behalf, this will be arranged, and we will cooperate with that person in the same way.

If you have any concerns, in the first instance please speak to a member of the Resident Services team or our Concierge team. Our colleagues may be able to resolve the matter straight away. 

If the matter cannot be resolved immediately, please contact the Head of Resident Services by email at, or by writing to us at Resident Services, 2 Dovehouse Street, London SW3 6BF.

We will note down any complaint raised verbally and ask you to confirm the details before treating it like any other written complaint. 

We will acknowledge a complaint within 24 hours. Complaints regarding resident services will be investigated by the Head of Services and complaints relating to sales/lettings by the Sales & Leasing Manager. You will receive our written response within 5 working days. 

If this initial response does not meet your expectations, please let us know and we will escalate the complaint to the appropriate persons and will provide our final decision within 15 working days. 
•    Inhouse Resident – General Manager
•    Customer Renting or Buying – Director of Sales and Marketing 

We will provide a final decision within 20 working days of initially receiving your complaint (excluding any time that you may take to respond to our communications) unless we have previously agreed to a later deadline with you.

If at either stage we need more time to investigate your complaint, we will contact you and agree on a new deadline. We may also wish to discuss your concerns with you. During the escalation process, you will not have to restate your complaint or provide your reasoning unless you wish to do so. 

We will treat all complaints in the same way, in confidence, and keep you updated. We will log complaints and monitor outcomes. We will not treat you any differently if you make a complaint.

August 25th, 2023