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Complaints

Our goals

To make it easy to raise a complaint.
To give your complaint the attention it deserves.
To investigate it fairly and objectively.
To provide a clear and timely response.

How to make a complaint

Please send all formal complaints to:

Complaint Resolutions
UK Forbes Global Properties
Aston House
Cornwall Avenue
London
N3 1LF

Email:
complaints@ukfgp.com

Please provide details of your complaint, together with any relevant supporting information and the resolution you are seeking.

Our complaints procedure

We will acknowledge your complaint in writing within three working days.

Complaint Resolutions will investigate the matter and aim to provide you with a written response within 15 working days of receiving your complaint. If additional time is required due to the complexity of the matter, we will explain the reason and keep you informed of our progress.

If you remain dissatisfied with our response, you may request a final review. A senior director who, wherever possible, has not been directly involved in the matter will undertake a separate review.

The senior director will aim to issue a final viewpoint letter within 15 working days of receiving your request for a review. This letter will explain our final decision, the reasons for it and any resolution or offer being made. The final viewpoint letter concludes our internal complaints procedure.

The property ombudsman

If you remain dissatisfied after receiving our final viewpoint letter, you may refer your complaint to The Property Ombudsman for an independent review. You must do so within 12 months of the date of our final viewpoint letter.

You may also approach The Property Ombudsman if we have not completed our complaints procedure within eight weeks of receiving your complaint.

The Property Ombudsman provides a free and independent service.

The Property Ombudsman
Unit 159756
PO Box 7169
Poole
BH15 9EL

Telephone:
01722 333306

Website:
www.tpos.co.uk