Complaints Procedure

At Cornerstone, we are committed to always carrying out our work and services to an extremely high standard. However, if you have experienced an issue with us and have a complaint, we would like to know.

This document sets out our Complaints Procedure. It explains how to make a complaint and how we will deal with it promptly.

What can I complain about?

If you would like to complain about a site visit or your experience with Cornerstone or our agents, please find details below on how you can make a complaint.

However, for any site payment, site access or day-to-day enquiries, or emergency issues, please visit our contact page which will provide you with the appropriate contact details.

How to make a complaint

If you wish to make a complaint, you can fill in our online complaints form or write to us. Please provide us with as much information as possible including your site address, parties involved, issue, dates and times, so we can investigate the matter in detail.

Online: To submit your complaint online, please click here to fill on our online form

Post: Complaints, Cornerstone, Hive 2, 1530 Arlington Business Park, Theale, Berkshire, RG7 4SA

Handling your complaint

Stage one

Once we have received your complaint, we will aim to provide you with an initial response within two working days to acknowledge and advise you of its status. We aim to resolve our complaints within fifteen working days. However, depending on the nature of your complaint we may need to discuss the issue with other departments or companies to resolve the matter and will therefore keep you informed throughout the process.

When we have addressed the issue, we will contact you and let you know the outcome including:

  • An explanation of what may have gone wrong
  • Our actions to address the complaint

Stage two

If you are dissatisfied with our response, you can write to our Head of Property & Estates, Complaints, Cornerstone, Hive 2, 1530 Arlington Business Park, Theale, Berkshire, RG7 4SA. Please include full details and why you remain dissatisfied.

Your complaint will be investigated by a senior member of staff within the relevant business area and we will send you a further response within fifteen working days.
Nothing in this policy affects your legal rights.

General data privacy policy

If you would like to know how we use your data for complaints, you can view our GDPR policy here.