Complaints Procedure
This procedure was last updated on 12th July 2026.
We at Hurlingham Property Management (part of the Hurlingham Advisory group) are committed to providing a professional service to all our clients, tenants and other customers. If something has gone wrong, we want to know, and we will deal with your complaint promptly, fairly and free of charge. This procedure applies to complaints about our property and asset management services.
Stage 1 — Tell us
Please put your complaint in writing, including as much detail as possible: the property concerned, relevant dates, what happened, and what you would like us to do. Contact details are at the end of this page.
We will acknowledge your complaint in writing within three working days of receiving it, enclosing a copy of this procedure. Your complaint will then be investigated by the Principal, who will review the file and speak with any member of staff involved. We will send you a formal written response within 15 working days of our acknowledgement, setting out our findings and, where appropriate, what we propose to do to put matters right. If we need more time, we will explain why and give you a revised date.
Stage 2 — Ask us to review
If you remain dissatisfied after receiving our final viewpoint letter, or if more than eight weeks have passed since you first raised your complaint with us, you may refer the matter free of charge to our independent redress scheme:
The scheme will normally expect you to have completed our internal procedure first, and referrals should usually be made within 12 months of our final viewpoint letter.
Client money
Client money is held in accordance with the rules of our client money protection scheme, the UKALA Total Loss Client Money Protection Scheme. A copy of our client money protection certificate is available on request.
Contact for complaints
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Phone: +44 (0) 20 8798 0166
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Postal address: 66 Paul Street, London EC2A 4NE, United Kingdom