We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
We will 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
If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below:
Stage 1—Your Complaint
Please put your complaint in writing either by letter or email and address it to George Qi, General Manager. Please include as much detail as possible, including dates, names of any members of staff you dealt with, and where you are able to enclosing/attaching any supporting evidence.
Unit 3 Wing Yip Business Centre
278 Thimble Mill Lane
Stage 2—Our Acknowledgement
Your complaint will be acknowledged within 3 working days of receiving your complaint, and we will start our in-house complaints process.
Stage 3—Our Investigation
Your complaint will be investigated and the relevant Branch Manager will provide a formal written response addressing your specific complaints and proposing resolutions where appropriate within 15 working days of receiving your complaint.
Stage 4—Our Final Investigation
If you remain unhappy, your subsequent complaint will be investigated and our Head of Operations will provide a written response outlining our final position and proposing resolutions where appropriate, within 15 working days of receiving your complaint.
Stage 5—The Property Ombudsman
Should you remain dissatisfied after receiving our final viewpoint letter you can refer your complaint to:
The Property Ombudsman
43-55 Milford Street
Please note the following:
You will need to submit your complaint to The Property Ombudsman within 12 months from the date of our final viewpoint, including any evidence to support your case.
The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.