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Compliance and complaints

Our complaints policy

We are dedicated to providing first-class services to the highest standard. We are ambitious and committed, constantly analysing and making improvements to our customers' experience.


Should you have any tips for us on how to improve, we would love to hear from you!


Similarly, should something go wrong in your experience with us, we would like to hear about this as well. Your opinion is very important to us, and we want to give you a voice so you can influence the trajectory of our company's future, as well as give us an opportunity to improve things, however big or small your suggestions might be.


If you would like to give us your feedback:


Please email us on with your comment.

If you have a complaint

Please email us at providing as much detail as you can. Let us know what the problem is, and how we can rectify the situation.


We will acknowledge your email within 2 working days of receipt although during busy times may be longer.


We will then investigate your complaint. This may mean that we will ask you to provide more information, depending on your type of submission. This should take no longer than 14 days from the date they receive all relevant information, after which they will respond to you with a resolution.

Still not happy?

If you’re still not happy, you can progress your complaint to the Property Investors Mediation Service (PIMS).


If you’re not happy with the response you get – or if we fail to get back to you – you can ask for the PIMS to get involved. They are an independent organisation providing redress and mediation for property investors and property entrepreneurs.


Our membership details are:


Name: Harvey Westerman


PIMS membership number: 35804


Visit to raise a complaint.

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