Complaints

At CapitalRise Estates we’re committed to a fair, transparent service. If something goes wrong, please contact us and we’ll do our best to fix the issue where we can.

How to complain

Please email complaints@capitalriseestates.co.uk with:

• Your name and contact details

• The property/deal/event the complaint relates to

• What happened and your ideal remedy

• Any supporting documents (screenshots, emails) relevant to the complaint

You should receive an automated email confirming we have received your complaint. If you do not receive a confirmation email, please email info@capitalriseestates.com and we will respond within 1-2 working days.

Our investigation & final response 

A senior team member will review the facts, speak to those involved, and check our records.
We aim to send a Final Response within 15 working days. If we need more time, we’ll explain why and give a revised timeframe.

Possible outcomes: explanation/apology, corrective action, goodwill gesture, refund/fee adjustment (where our terms allow), or reasons why we cannot uphold the complaint.

If you are still unhappy with the outcome, you can escalate the matter to The Property Ombudsman (TPO) within 12 months of our Final Response.