Making a Complaint

Making a Complaint

As a member of The Property Redress Scheme (PRS) we provide the highest standard of service to all our customers. To make sure that your interests are safeguarded, we have put into place a process by which any raised complaints are handled. This means we can handle any issues or concerns effectively and wherever possible, as soon as they are raised.

  • All complaints need to be made in writing marked ‘for the attention of the manager’ to our office at Mapesbury House, 84 Walm Lane, Willesden Green, London, NW2 4QY.
  • When we receive your complaint, we will send acknowledgement within 10-working days to confirm the complaint has been received and to inform you we are investigating the complaint raised.
  • We will then provide a detailed response in writing to your complaint by recorded post, having carried out a detailed investigation.

Please Note - We have 8-weeks from the date of your complaint being received by post to provide a response.