Stage 1 – Where possible please make your complaint in person at reception or by telephone. Our staff on-site will attempt to investigate and deal with the matter immediately. If you are unhappy with the solutions or explanations given you can escalate your complaint to Stage 2 in writing to info@qedpm.co.uk. or alternatively, you can write to: QED Property Management Limited, Level 13, 33 Cavendish Square, London W1G 0PW.

Stage 2 – Your complaint must be in writing.

1. Once we have received your written complaint, we will send an acknowledgment email within 3 working days.

2. Within 10 working days of receipt of your written complaint, we will write to you to inform you of the outcome of our internal investigation into your complaint and let you know what actions, if any, we have taken or will take. If at this stage, we are unable to conclude our investigations, we will advise you accordingly, with reasons and confirm our anticipated timescale for conclusion.

3. If the complaint is in regards to a member of staff the complaint will be sent to the staff members line manger to investigate.

4. If a representative is nominated this must be done in writing and consent must be given to share information with the third party.

5. If, you are not satisfied with the outcome, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.

6. We will write to you within 10 working days of receiving your request for a review, confirming our final viewpoint on the matter.

7. If you are still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) then you can take the matter up with The Property Ombudsman without charge:

The Property Ombudsman

Milford House, 43-55 Milford Street, Salisbury, SP1 2BP

Tel: 01722 333 306

Email: admin@tpos.co.uk

Website: http://www.tpos.co.uk

Please note the following:

You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.

The Property Ombudsman requires that all complaints are addressed through this in-house complaint’s procedure, before being submitted for an independent review.