Complaints Procedure

Although we receive very few complaints, it is understood that on occasion things can go wrong. We are always available to help assist you.
If you simply want to report a repair or fault at your property the easiest way to contact us is via Email: & Telephone: 020 3744 1200.

Official Complaint

In the first instance please bring the matter to the attention of the office manager. In most cases, you will find that your problem can be quickly resolved. Your complaint will be acknowledged within 3 working days and our in-house complaints process will begin. Once investigations are complete you will receive a response within 15 working days of receiving your complaint.
If you are still unhappy with the response received, you may escalate the matter and make a complaint to the Managing Director Marios Gavriel When making a complaint to the Director it would be helpful to explain the complaint concisely and also outline what resolution you are seeking. Please note that you will receive a full response within 15 working days.
Should you not receive a response from us within 8 weeks or you feel dissatisfied with the results of our final investigations and the final viewpoint letter you receive you can refer your complaint to:

The Property Ombudsman (TPO)

Milford House, 43-55 Milford Street, Salisbury, Wiltshire SP1 2BP
Tel: 01722 333306.
Please note if you wish to contact The Property Ombudsman Service you must do so within twelve months of our final viewpoint letter. Please also note that The Property Ombudsman will not consider your complaint until our internal complaint’s procedure has been exhausted.