Complaint Policy

When something goes wrong, we need you to tell us about it. This will help us to improve our standards and allow us an opportunity to put things right.

We aim to ensure that:

  • Making a complaint is as easy as possible
  • We treat your complaint seriously
  • We deal with your complaint promptly and in confidence
  • We learn from our complaints and use them to review and improve our service

How to make a complaint:

If you wish to make a complaint, you can contact our office in any of the ways listed below.

By email, directed to

In writing, to the Lettings or Sales Manager to the following address: 21 Earls Court Road, Kensington, London, W8 6EB

By phone, to our Administration Team on 0207 937 9777

In person, by visiting our office

We will then respond in line with the time frames set out below:

  • We will send you a letter/email acknowledging receipt of your complaint within three working days of receiving it.
  • We will then investigate your complaint. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter/email.
  • If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.
  • We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.

If you remain dissatisfied,

Please contact our Managing Director, Kieran Ryan on Please ensure that you keep a record of all correspondence relating to your complaint.

If you still remain dissatisfied,

You can then contact The Property Ombudsman to request an independent review:

Milford House, 43 – 55 Milford Street, Salisbury, Wiltshire, SP1 2BP

Telephone: 01722 333306


Please note the following: You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case. The Property Ombudsman requires that all complaints are addressed through this in-house complaint’s procedure, before being submitted to the Property Ombudsman for an independent review.