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Complaints Procedure

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Last updated: 11th March 2025

We are committed to providing a professional service to all our clients and customers. If things go wrong we need you to tell us about them. This will help us to improve our service going forward and resolve issues as soon as possible.

If you have a complaint, please put this in writing (letter or email) to us. We will then acknowledge and respond in line with the timescales and stages set out below. The process should take no longer than 8 weeks.

We consider the needs of the individual and, where appropriate, make reasonable adjustments for consumers who might be disadvantaged because of factors such as their age, infirmity, disability, lack of knowledge, lack of linguistic or numeracy ability, economic circumstances, bereavement or do not speak English as a first language.

Contact Details

Bendall House, 89 Bell Street, London. NW1 6TE. UK

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Stage 1

Please put your complaint in writing either by letter or email.

Please include as much detail as possible, outlining all issues you would like considered, including dates, names of any members of staff you dealt with, and where you are able to enclosing/attaching any supporting evidence.

Stage 2

Your complaint will be acknowledged and we will start our in-house complaints process.

We aim to respond within 3 working days of receiving your complaint.

Stage 3

Your complaint will be investigated and you will be provided with a formal written response addressing your specific complaints and proposing resolutions where appropriate and outlining our final response.

We aim to respond within 15 working days of receiving your complaint.

Stage 4A - For complaints about our obligations to you.

If we have not addressed your complaints within eight weeks, you can refer your complaint to The Property Ombudsman:

The Property Ombudsman
Milford House, 43-55 Milford Street, Salisbury, SP1 2BP. UK.
Helpline number: 01722 333306
Visit The Property Ombudsman Complaint Page

You must refer your complaint to The Property Ombudsman within 12 months of the date of our final viewpoint letter.

Stage 4B - For complaints about your lease and the services provided under your lease.

For complaints about your lease and the services provided under your lease, you can refer to the First-Tier Tribunal.

Examples of complaints appropriate for the First-Tier Tribunal:

  • Increases in service charges and estate charges
  • The fairness of charges applied in line with your lease
  • The quality of management services provided
  • Consultation on major works and contracts

Tribunals information: Government website for First-Tier Tribunals