How to make a complaint

Step 1. Tell us

Please send your complaint in writing to Shannice Fredericks, Director, PROXERA Ltd, Level 39, 1 Canada Square, London E14 5AB, or by email to info@proxera.co.uk. Include your name, contact details, the property or development concerned, what has happened and what you would like us to do. If you raise a complaint verbally we will record it and ask you to confirm it in writing so that we have an accurate account.

Step 2. Acknowledgement

We will acknowledge your complaint in writing within 3 working days of receiving it and tell you who is dealing with it.

Step 3. Investigation and response

We will investigate and send you a written response within 15 working days of receiving your complaint. If we need longer, we will write to explain why and tell you when you can expect our response.

Step 4. Review

If you are not satisfied with our response, please tell us in writing within 14 days. A director not previously involved will review the complaint and send you our final written viewpoint within 15 working days.

Step 5. The Property Ombudsman

If you remain dissatisfied after receiving our final viewpoint, or if more than 8 weeks have passed since you first complained to us and the matter is still unresolved, you may refer your complaint to The Property Ombudsman free of charge. You must do this within 12 months of the date of our final viewpoint letter.

The Ombudsman will normally only consider a complaint once it has been through our internal procedure and we have issued a final viewpoint. We will co-operate fully with any investigation and comply with any award.