top of page

COMPLAINTS PROCEDURE

At our property management company, we take customer complaints very seriously and strive to resolve them in a timely and efficient manner. If you are not satisfied with the service you have received, please follow the complaints procedure outlined below:

​

Step 1: Contact the person who provided the service.

If you have a complaint about a specific service or employee, please contact them directly and give them the opportunity to resolve the issue. If you are unsure who to contact, please email us at s.weinast@emluk.com or call us at [phone number] and we will direct your complaint to the appropriate person.

​

Step 2: Escalate the complaint.

If the person you have contacted is unable to resolve your complaint to your satisfaction, or if you do not wish to contact them directly, you may escalate the complaint to a manager or supervisor by emailing us at s.weinast@emluk.com or calling us at +44 207 930 9333.

​

Step 3: Submit a written complaint.

If you are still not satisfied with the resolution of your complaint, you may submit a written complaint to our head office. Please include the following information in your written complaint:

​

  • Your name and contact information.

  • A detailed description of your complaint

  • The date the incident occurred.

  • The names of any employees involved.

  • Any relevant documentation or evidence

 

Please send your written complaint to Estate Management London Limited, 37-39 Maida Vale, London, W9 1T, or email it to s.weinast@emluk.com

 

Step 4: Review and response

We will acknowledge receipt of your written complaint within 3 working days and conduct a thorough investigation. We will respond to your complaint in writing within 14 working days. If we are unable to resolve your complaint within this time frame, we will inform you of the reason for the delay and provide a new timeframe for resolution.

 

Step 5: The Property Ombudsman

If you remain unsatisfied with the resolution of your complaint you may escalate it to The Property Ombudsman

We value your feedback and use it to improve our services. If you have any suggestions or comments about how we can improve our complaints procedure, please let us know.

​

Thank you for bringing this matter to our attention.

bottom of page