If something has gone wrong, tell us and we will put it right. This page sets out the procedure we follow, and what to do if our answer does not satisfy you.
Stage one: tell us
Put your complaint in writing to:
Estate Management London Limited 37–39 Maida Vale, London W9 1TP office@emluk.com
Please include the property address, your contact details, and as full an account of the matter as you can, together with any documents you want us to consider.
We will acknowledge your complaint in writing within three working days of receiving it.
Stage two: investigation
Your complaint will be investigated by a senior member of the firm who has not been directly involved in the matter, so far as the size of the practice permits.
We will send you a written outcome within fifteen working days of acknowledgement, setting out what we have found, what we propose to do, and why. If the investigation is going to take longer than that, we will write and tell you why, and when you can expect our response.
Stage three: review
If you are not satisfied with that outcome, write to us again and ask for the matter to be reviewed. We will carry out a separate review and send you a final viewpoint letter within fifteen working days, confirming our final position and your right to refer the matter onwards.
Stage four: The Property Ombudsman
If you remain dissatisfied after our final viewpoint letter, or if eight weeks have passed since you first complained to us without a final response, you may refer the matter to The Property Ombudsman:
The Property Ombudsman Milford House, 43–55 Milford Street, Salisbury, Wiltshire SP1 2BP www.tpos.co.uk
The Ombudsman’s service is free to consumers. A complaint must be referred within twelve months of our final viewpoint letter, and the Ombudsman will not consider a complaint until our own procedure has been exhausted.
Business clients
The Property Ombudsman scheme is available to consumers. Complaints from business clients are handled through stages one to three above, after which any remaining dispute is dealt with under the terms of your management agreement.
Records
We keep a record of every complaint, our response and the outcome, and we review them periodically to identify anything that should change in how we work.