We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

If you have a complaint, please put it in writing, including as much detail as possible. Our CHP has a two stage process. Stage One of the CHP gives our firm the opportunity to review and consider your complaint in full. Our firm will try to resolve your complaint to your satisfaction.

Please address your initial written complaint to:

Director of Operations
South Kensington Estates Ltd
4 Cromwell Place
SW7 2JE

Tel: 0207 761 6420
Complaints Email: complaints@ske.org
General Email: info@ske.org
Website: www.ske.org

We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).

What will happen next?

• We will send you a letter acknowledging receipt of your complaint within 3 working days of receiving it, enclosing a copy of this procedure.
• We will then investigate your complaint. This will normally be dealt with by the Director of Operations who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.
• If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by another senior member of staff.
• We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
• 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) you can request an independent review from The Property Ombudsman without charge.

For consumer related complaints:
The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP

Tel: 01722 333 306
Email: admin@tpos.co.uk
Website: 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.

As a RICS regulated company, if we are unable to agree on how to resolve your commercial complaint within the aforementioned process and timeline, then you have the opportunity to take your complaint to an independent redress provider, as approved by the RICS Regulatory Board (please see below):

Commercial business complaints:

RICS Dispute Resolution Service
55 Colmore Row
Birmingham
B3 2AA

Tel: +44 (0) 20 7334 3806
Fax: + 44 (0) 20 7334 3802
Email: drs@rics.org
Website: www.rics.org