Customer Complaint Procedure - London

We value the opinions of our customers and are committed to managing your complaint in line with The Property Ombudsman’s Code of Practice. Our procedure is outlined below. 

1. In the first instance you should write to the Manager giving full details of your complaint. Once they have received your complaint they will acknowledge receipt within 3 working days. An investigation will then be undertaken and you will receive a response to your complaint within 15 working days. 

2. If you are not satisfied with the response given by the Manager the matter can then be referred to the Director responsible for the office. The Director also has 15 working days to respond to your complaint from the date of receipt. 

3. If the matter is not resolved at this level you can then write to our Managing Director at the following address: 
3 Park Road 
TW11 0AP 
Or email

A final investigation will be undertaken at this point. A written response will be sent to you within 15 working days detailing our Company final viewpoint. 

4. If you remain dissatisfied with our Company final viewpoint you can then refer your case to The Property Ombudsman for their review. Details of their complaints procedure and form can be found on their website along with their Code of Practice and Terms of Reference. Alternatively you can write to them at the following address: 

The Property Ombudsman Scheme 
Milford House 
43-55 Milford Street 
SP1 2BP 

You have 12 months from the date of our Company final viewpoint to refer the matter to The Property Ombudsman. If you require any further details of the complaints procedure please do not hesitate to contact our Head of Customer Relations at: or call 020 8614 1230.