Complaints Procedure

At Stanford & Green, we’re committed to delivering ethical, respectful, and professional service at all times. However, if something hasn’t gone as expected, we want to know.

We treat every complaint seriously and fairly. We’re here to listen, investigate thoroughly, and put things right where needed.

How to Make a Complaint

Please contact us as soon as you have a reason to complain. Include as much detail as possible along with any supporting documents (e.g. correspondence, bills, tenancy agreements).

You can contact us in the following ways:

Email: info@stanfordandgreen.co.uk
Post: Stanford & Green, PO Box 313, Faversham, Kent, ME13 3EE
Online Form: www.stanfordandgreen.co.uk/contact
Phone: Call 01622 683308 to request a callback from our Customer Service Team

If your preferred method isn’t listed, contact us and we’ll do our best to accommodate your needs.

Complaints Process Stages

Informal Resolution

Most complaints can be resolved quickly and informally
Acknowledged within 2 working days
Response within 5 working days
If more time is needed, we’ll inform the customer

Formal Investigation

If unresolved or more serious, escalate to formal complaint
Reviewed by senior staff and approved by Head of Operations
Full response within 14 working days (longer if needed with updates provided)

Independent Review – Enforcement Conduct Board (ECB)

Available if complaint relates to enforcement action taken after 1 Jan 2025
Customer must complete internal process first
Complaint must be submitted within 1 month of our final response
ECB will advise if the complaint falls outside their remit

Contact us

Get in touch with us

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Have any question?

+44 1622 683308

Write email

info@stanfordandgreen.co.uk