Complaints Procedure

Last updated: 25 July 2026

1. Our commitment

At Aurelia Homes, we believe that trust is preserved by how thoughtfully and promptly concerns are addressed.

Aurelia Homes Ltd (“Aurelia Homes”, “we”, “us” or “our”) is committed to delivering discreet, attentive and consistently high standards of service. If your experience has fallen short of those standards, we want to know.

We will listen carefully, investigate fairly and seek an appropriate resolution. Making a complaint is free of charge and will not affect your statutory rights.

2. Who may use this procedure

This procedure may be used by:

  • current and former Aurelia Homes clients;

  • prospective clients;

  • website visitors;

  • a person authorised to act on someone else’s behalf; and

  • anyone directly affected by a service provided by Aurelia Homes.

It covers complaints concerning:

  • the quality, delivery or management of our services;

  • the conduct of a member of our team or someone working on our behalf;

  • charges, payments or administration;

  • communications or customer care;

  • our website or accessibility arrangements; and

  • the way we have handled personal information.

Where your complaint relates to personal information, you should also read our Privacy Policy. Website accessibility concerns may also be raised under our Accessibility Statement.

3. Raising a concern informally

Many concerns can be resolved quickly through a conversation with us. You are welcome to contact your usual Aurelia Homes representative or our concierge team in the first instance.

You are not required to use this informal approach. You may make a formal complaint immediately if you prefer or if the matter is serious.

4. How to make a formal complaint

You may contact us by email, telephone or post.

Email: concierge@aureliahomes.co.uk
Telephone: 020 3488 4955
Post: Complaints, Aurelia Homes Ltd, 1 Longmans Mews, London SW20 8DH

Email is generally the quickest method. Please use “Formal Complaint” as the subject line.

To help us investigate, please include as much of the following information as is relevant:

  • your full name and preferred contact details;

  • your client, membership or booking reference, if available;

  • the address at which the relevant service was provided;

  • the date or dates concerned;

  • a clear description of what happened;

  • the names of anyone involved, if known;

  • copies of relevant correspondence, photographs or other evidence; and

  • the outcome you would like us to consider.

Please do not send payment card details, access codes or other sensitive information unless we specifically ask for it through an appropriate secure method.

Complaints should be raised as soon as reasonably practicable. Prompt notification can help us preserve evidence and investigate effectively, particularly where the complaint concerns the condition of a property or item. A delay in contacting us will not, by itself, remove your statutory rights or automatically prevent us from considering the complaint.

5. Urgent concerns

If your concern involves an urgent safety, security, property-access or key-related matter, please telephone us as soon as possible and follow up in writing.

Aurelia Homes is not an emergency service. Where there is an immediate danger to a person or property, or a suspected crime requiring an urgent response, you should contact the appropriate emergency service or police first.

6. Accessibility and representatives

We want our complaints process to be accessible. Please tell us if you require:

  • information in an alternative format;

  • a reasonable adjustment to the way we communicate;

  • additional time or assistance;

  • communication through an authorised representative; or

  • another reasonable form of support.

Where someone is acting on your behalf, we may request written authority before sharing personal or confidential information with them.

7. What happens after we receive a complaint

Stage One — Investigation and response

We aim to acknowledge a formal complaint within one working day.

We will then:

  1. record the complaint and appoint an appropriate person to review it;

  2. confirm our understanding of the principal concerns;

  3. consider relevant records, communications and other available evidence;

  4. speak with the people involved where appropriate;

  5. ask you for further information if reasonably necessary; and

  6. assess what action or remedy may be appropriate.

We will investigate objectively and with appropriate discretion. Where a complaint concerns a particular team member, that person may be given an opportunity to respond, but they will not be solely responsible for deciding the outcome.

We aim to provide a written Stage One response within 10 working days of receiving the complaint.

If the matter is complex, requires information from another party or needs to be referred to an insurer or professional adviser, we may require more time. We will explain the reason for any delay, keep you reasonably informed and provide a revised response date. We aim to provide a full response within 20 working days wherever reasonably practicable.

For this procedure, a “working day” means Monday to Friday, excluding public holidays in England.

8. Our response

Our written response will normally include:

  • a summary of the complaint;

  • the steps taken to investigate it;

  • our findings and decision;

  • any action already taken or proposed;

  • any remedy we consider appropriate; and

  • details of how to request an internal review if you remain dissatisfied.

Depending on the circumstances, an appropriate outcome may include:

  • an explanation or clarification;

  • an apology;

  • correcting an administrative or billing error;

  • arranging for a service to be repeated or completed;

  • rescheduling a visit;

  • a refund, price reduction or service credit where appropriate;

  • referring a loss or damage claim to our insurer;

  • further training or guidance for a member of our team; or

  • reviewing an internal process or service standard.

Any remedy will depend on the circumstances, the available evidence, the applicable agreement and your legal rights.

9. Stage Two — Internal review

If you are dissatisfied with our Stage One response, you may ask for an internal review.

Please contact us at concierge@aureliahomes.co.uk, preferably within 10 working days of receiving the response, and explain:

  • which part of the decision you disagree with;

  • why you believe the outcome should be reconsidered; and

  • whether there is any new information we should review.

We may accept a later request where it is reasonable to do so.

Wherever practicable, the review will be undertaken by a senior person who was not responsible for the original decision. They will consider whether the complaint was investigated fairly, whether relevant information was taken into account and whether the proposed outcome was reasonable.

We aim to acknowledge a review request within one working day and provide our final internal response within 10 working days. If additional time is required, we will explain why and provide a revised response date.

The outcome of this review will be identified as our Final Response.

10. Alternative dispute resolution and independent advice

If we cannot resolve your complaint through our internal procedure, you may wish to obtain independent advice or consider alternative dispute resolution (“ADR”). ADR may include mediation, arbitration or another process intended to resolve a dispute without court proceedings.

Where Aurelia Homes is required by law, contract or an applicable code of conduct to participate in a particular ADR or complaint-resolution arrangement, our Final Response will provide details of that arrangement and explain how it may be accessed.

Where no such obligation applies, we may nevertheless agree to use an appropriately accredited ADR provider or mediation service where we consider this suitable. Any such agreement will be confirmed in writing.

Consumers may obtain independent guidance from the Citizens Advice consumer service.

Nothing in this procedure prevents either party from obtaining independent legal advice or exercising any right to bring legal proceedings.

11. Confidentiality and personal information

We will handle complaints with appropriate discretion. However, we may need to share relevant information with:

  • members of our team involved in the matter;

  • contractors or service providers working on our behalf;

  • insurers;

  • legal or professional advisers;

  • regulators or law-enforcement bodies; or

  • an ADR provider, where applicable.

We will only share information where reasonably necessary, legally required or otherwise permitted by law.

Personal information collected in connection with a complaint will be handled in accordance with our Privacy Policy and retained only for as long as reasonably necessary for complaint handling, quality assurance, legal, regulatory or insurance purposes.

12. Your statutory rights

This procedure does not exclude, restrict or replace any rights or remedies available to you under applicable law.

Under the Consumer Rights Act 2015, services supplied to consumers must be performed with reasonable care and skill. Depending on the circumstances, statutory remedies may include repeat performance or an appropriate reduction in price.

Nothing in this procedure requires you to accept a remedy that would unlawfully limit your statutory rights.

13. Learning from complaints

We regard complaints as an important source of learning. We may review complaint records to identify recurring concerns, improve training, strengthen internal controls and refine the way our services are delivered.

Where appropriate, actions arising from a complaint will be recorded and monitored to completion.

14. Changes to this procedure

We may update this Complaints Procedure from time to time to reflect changes to our services, internal arrangements or legal obligations.

The latest version will always be published on our website at www.aureliahomes.co.uk. The date shown at the top indicates when it was last updated.

15. Contact details

Aurelia Homes Ltd
Registered in England and Wales
Company number: 17280203
Registered office: 1 Longmans Mews, London SW20 8DH
Email: concierge@aureliahomes.co.uk
Telephone: 020 3488 4955
Website: www.aureliahomes.co.uk

© 2026 Aurelia Homes Ltd. All rights reserved.