Customer Complaints Handling Procedure

  • London Block Management Ltd, a member of The Property Ombudsman, aims to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded, a complaints procedure has been introduced.  This provides for the matter to be dealt with internally by the Manager and in the event that we are not able to deal with the issue to our mutual satisfaction, by reference to The Property Ombudsman.
  • If you believe you have a complaint, please write in the first instance to one of our Associate directors at the address below: Ben Hallows, London Block Management Ltd, 4th Floor, 9 White Lion Street, London, N1 9PD.
  • Your complaint will be acknowledged within two working days, investigated thoroughly in accordance with in-house procedures and a formal reply will be sent to you within 15 working days of receipt of your complaint.
  • If you are not satisfied with the outcome of our initial investigation, you are provided with a further opportunity to have the complaint reviewed by our Managing Director at the address below:James Lee, London Block Management Ltd, 4th Floor, 9 White Lion Street, London, N1 9PD.
  • In the event that the final review as detailed above still fails to satisfy your complaint, then you are at liberty to have the matter referred to The Property Ombudsman:

    The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP.
    Tel: 01722 333306
    Fax 01722 332296

    We will submit our file to The Property Ombudsman on request. You are also entitled to have your complaint referred to the Ombudsman should we fail to deal with matters promptly or do not comply with our in-house complaints procedure within 8 weeks from the date we receive your written notification.


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