Last updated: February 2026
Complaints Procedure
In-House Complaints Procedure
Belle Vue Estates
500–502 Durham Road
Low Fell
Gateshead
NE9 6HU
Telephone: 0191 4913940
At Belle Vue Estates, we pride ourselves on delivering a high standard of customer service at all times. If you are unhappy with any aspect of our service, we are genuinely sorry to hear this and welcome the opportunity to resolve the matter.
Please find our complaints procedure detailed below. You can be assured of our full attention throughout.
Our Complaints Procedure
Belle Vue Estates aims to provide a professional standard of service to all clients. To ensure we maintain these standards and treat clients fairly, we operate a two-stage complaints procedure.
We will always strive to resolve your complaint quickly at Stage One. If a more detailed investigation is required, we will inform you and keep you updated on progress.
Stage One
You can register a complaint, comment, or compliment:
In writing or by email, providing as much detail as possible
By email: enquiries@bellevueestates.co.uk
By post: Belle Vue Estates, 500–502 Durham Road, Low Fell, Gateshead, NE9 6HU
Once received:
We will acknowledge receipt of your complaint within three working days.
A senior member of staff or director will investigate your complaint.
This will include reviewing your file and speaking to the team member involved.
A formal written response will be sent within 15 working days of the acknowledgement letter.
If you remain dissatisfied after Stage One, you should contact us again and we will arrange a separate review by another senior member of staff.
Stage Two
If you are dissatisfied with the Stage One response, you must confirm in writing that you wish to escalate the complaint.
Once escalated:
We will acknowledge receipt within three working days.
We aim to provide a full written response within 15 working days of receiving your Stage Two request.
If there are delays, we will inform you and keep you updated.
You will receive a final written statement and, where appropriate, details of any proposed resolution.