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Code of Practice




Highcastle Estates is a member of the following codes of practice. These accreditations provide sellers, buyers, landlords and tenants with an assurance that they will received the highest level of customer service.


Company Information


Highcastle Estates is trading as Maier Laing Limited

Registered Address: 119 The Grove, Stratford, London, E15 1EN

We are registered as a limited company at Companies House. Our company number is 09804319

Our incorporation date is 01 October 2015


ARLA Propertymark


Highcastle Estates is a proud member of ARLA Propertymark, the UK’s foremost professional and regulatory body for letting agents. ARLA assists members to operate to professional standards far higher than the law demands.


Please find the Propertymark Conduct and Membership Rules here:


Client Money Protection


Highcastle Estates is a part of the Propertymark Client Money Protection. You can find out more information regarding how your money as a landlord or tenant is protected here:


You can find our client money protection certificate here:


The Property Ombudsman


Highcastle Estates is a proud member of The Property Ombudsman-The Property Ombudsman (TPO) scheme has been providing consumers and property agents with an alternative dispute resolution service for 25 years and provides consumers with a free, impartial and independent alternative dispute resolution service.


My Deposits


Highcastle Estates is a proud member of – Our deposit protection scheme is designed to enable landlords and letting agents in England and Wales to take and hold a deposit for the duration of the tenancy.


Information Commissioners’ Office


Highcastle Estates are registered with ICO to comply with the General Data Protection Regulation (GDPR) and the Data Protection Act 2018.


Anti-Money Laundering


Highcastle Estates is supervised by HMRC for anti-money laundering purposes. This guidance helps estate agency or property related businesses meet their equirements for money laundering supervision, including customer due diligence, record keeping and reporting suspicious activity.


Complaints Procedure


Highcastle Estates has a complaints procedure so we can deal with all complaints as quickly and efficiently as possible. Our complaints procedure is as follows:


1. Speak to your negotiator/property manager


We very rarely receive complaints, however we understand that sometimes there are misunderstandings or the service and communication received isn’t as expected. If this occurs, please speak to your negotiator, property manager or the staff member you were dealing with to amicably resolve the issue


2. Send an email to us


If you issue is still unresolved then please send an official email of complaint to where your complaint will be acknowledged within three days and a response will be received within 14 days


3. Write to the Director


If we are still unable to resolve your complaint. Please send a letter to the director at the following address


The Director

Highcastle Estates

119 The Grove



E15 1EN


Your complaint will be acknowledged within three working days of receipt and an investigation undertaken. A formal written outcome of the investigation will be sent to you within 15 working days.


4. Refer the matter to Property Ombudsman


Following the Director’s investigation, a written statement expressing Highcastle Estates’ final view will be sent to you. This will include any offer(s) made. This letter will confirm that you are entitled if dissatisfied to refer the matter to The Property Ombudsman within twelve months for a review. It is also important to note that The Property Ombudsman Service (TPOS) will not consider your complaint until our internal complaints procedure has been exhausted.


You may refer the matter to The Property Ombudsman if we fail to respond to you within 8 weeks. Please find details of The Property Ombudsman below:


The Property Ombudsman Ltd

Milford House,

45 – 55 Milford Street





01722 333306


Tel: 0203 026 4420 |