Last updated · 26 May 2026
Complaints procedure
We take complaints seriously. If something has gone wrong, here's how to raise it — and what to do if you're not satisfied with our response.
Stage 1 — informal resolution
Most issues can be sorted with a quick phone call or email. In the first instance, please raise your concern with the staff member you've been dealing with, or with our office:
- Email: [email protected]
- Phone: 0161 710 4510
We'll aim to acknowledge your complaint within 3 working days and resolve it within 15 working days.
Stage 2 — formal complaint to a Director
If you're not satisfied with the response, please put your complaint in writing to a Director:
- Address: Atlas Estates, 12–14 Midland Street, Manchester, M12 6LB
- Email: [email protected] (mark "Formal complaint – for the attention of a Director")
We'll acknowledge within 3 working days and provide a written response within 15 working days. If the complaint is complex we may extend this — we'll write to let you know. Our final written response is sometimes called a "final viewpoint" letter, and it is the point at which you can escalate.
Stage 3 — the Property Redress Scheme
Atlas Estates is a member of the Property Redress Scheme, a government-approved redress scheme for property agents. If we haven't resolved your complaint to your satisfaction, you can refer it to them independently and free of charge.
- Website: propertyredress.co.uk — complaints are submitted through their online form
- You need to have complained to us first, and given us up to 8 weeks to resolve it
- You must contact them within 12 months of your last communication with us about the issue
The scheme is independent of us. Its decision is binding on Atlas Estates if you accept it, and you are free to reject it and pursue other options instead.
Other rights
This procedure is in addition to — not a replacement for — your right to take a complaint to court. If your complaint involves serious misconduct, money laundering, or data-protection issues, you may also refer it to:
- Information Commissioner's Office — for data-protection issues
- Your local Trading Standards office