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Complaints Procedure

Our aim is always to provide our customers with an excellent service; however, we are aware that occasionally, we may fail to meet your expectations. If for any reason we have not met your expectations please follow the below procedure.

All complaints should be firstly presented to the individual you have been dealing within the relevant office (Lettings/Sales/Property Management/Accounts). The person should be able to resolve your issue at this stage, however if you remain unhappy with the way your complaint has been dealt with after speaking on the telephone, you should set out your complaint in writing to the Managing Director Lia Choi at 27 Old Gloucester Street, London, WC1N 3AX and/or email lia@marybowproperty.com.

On receipt of a complaint, we will investigate the issues and respond to you accordingly. The timescales for dealing with a complaint are as follows:

  • The grievance will be acknowledged within three working days.
  • Within 10 working days of the acknowledgement, you will receive a full response by email or post.
  • If we are unable to resolve the matter within the 10 working days as stated above, we will provide you with reasons why we could not meet this time frame and provide you with an estimate of when a full response will be received.
  • After our final written response, we may deem the complaint closed. If we deem the matter closed then we reserve the right not to enter into any further correspondence.

In the unlikely event that you remain dissatisfied with the final view point of your complaint, you may contact The Property Redress Scheme (PRS), of which, Marybow Property is a Member. In order to take your complaint to The Property Redress Scheme you must first have carried out the following:

  • Made an official complaint to us, in writing;
  • You have waited 8 weeks for your complaint to have been resolved by us in writing;
  • That it is still within 12 months from the last communication with Marybow Property regarding this complaint.

The Property Redress Scheme contact details are: www.theprs.co.uk, info@theprs.co.uk, Premiere House, 1st Floor, Elstree Way, Borehamwood, WD6 1JH.