COMPLAINTS PROCEDURE
We are committed to providing a professional service to every client and customer. When something goes wrong, we need you to tell us about it — this is how we handle it, and how long each stage takes.
This procedure is available to tenants, landlord clients, leaseholders, freeholder clients, Residents' Management Companies, Right to Manage companies, and their recognised representatives. We consider complaints raised within 12 months of the issue, or within 12 months of when you could reasonably have become aware of it.
How to complain
Please put your complaint in writing to the Complaints Officer, Estate Management London Limited, 37–39 Maida Vale, London W9 1TP, or complaints@emluk.com. Please include the property address and your interest in it, your name and contact details, a numbered list of the matters you're complaining about, the relevant dates and names of anyone you dealt with, copies of any relevant documents, and what you'd like us to do to put things right.
If you can't complain in writing — for reasons of disability, health, literacy or any other reason — tell us and we will take your complaint verbally and confirm it to you in writing. We will make reasonable adjustments in line with the Equality Act 2010 wherever you need us to.
Stage 1 — Acknowledgement
We will send written acknowledgment of your complaint within 3 working days of receiving it, enclosing a copy of this procedure and naming the person investigating.
Stage 2 — Investigation and response
Your complaint is investigated by a senior member of the firm not directly involved in the matter.
A full written response, addressing each matter you've raised, will be sent to you within 15 working days of receipt of the original complaint.
Stage 3 — Review and Final Viewpoint
If you remain dissatisfied, you can ask for a review within 20 working days of our Stage 2 response, telling us which findings you disagree with and why.
The review is carried out by a director or senior member of staff not involved in the original investigation. We will acknowledge your request within 3 working days and send our Final Viewpoint letter within 15 working days.
Stage 4 — The Property Ombudsman
If you remain dissatisfied with our Final Viewpoint, or more than 8 weeks has elapsed since your complaint was first made without one, you can refer the matter to The Property Ombudsman, free of charge.
You will need to refer your complaint to The Property Ombudsman within 12 months of the date of our Final Viewpoint letter.
The Property Ombudsman requires our in-house procedure to be exhausted first (or the 8-week period to have expired) before it will consider a complaint.
Some matters — such as the level or reasonableness of a service charge, or the meaning of a lease or tenancy agreement — are decided by the First-tier Tribunal or the courts rather than through this procedure. Where that applies to part of your complaint, we'll tell you and point you to the right forum, and still deal with the rest under this procedure.
The Property Ombudsman
Unit 159756, PO Box 7169, Poole, BH15 9EL
01722 333 306