Complaints Procedure 

As a company, Coombe Residential prides itself for striving for excellence in all aspects of the business when dealing with customers, whether they are clients or applicants. The team at our office understands that, whilst we aim to provide the highest levels of service, there might be occasional mishaps. As such, we have put in place the following internal complaints procedure:

In the first instance, please contact the head of department concerned; Mr Hani Madanat, head of Sales or Mr Alistair Harrold, head of the Lettings and Management. If you are unable to resolve the matter with either of them, and wish to escalate your complaint, please send a summary of your complaint *by email to Basma@coomberesidential.com or write to:

Mrs Basma Madanat
Coombe Residential Limited

259 Coombe Lane
Wimbledon
London, SW20 0RH

We will acknowledge receipt of your written complaint within 3 working days, and will inform you who will be investigating your complaint.

Within a further 15 working days, the relevant person will write to you to inform you of the outcome of the investigation into your complaint and to let you know what (if any) actions have been or will be taken. If a longer period is required to consider your complaint, you will be notified in writing with a revised timescale.

If you remain dissatisfied (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from the Property Redress Scheme without charge.

Property Redress Scheme
Premiere House,
1st Floor, Elstree Way,
Borehamwood, WD6 1JH

0333 321 9418
info@theprs.co.uk
www.theprs.co.uk

Please note that the Property Redress Scheme will only review complaints made by consumers of Coombe Residential Sales, Lettings and Property Management services made within 12 months from the date of our final viewpoint.

*Where possible, Coombe Residential will make reasonable adjustments to accommodate customers with disabilities. Please contact our office to discuss your requirements and we will then request a senior member of staff to contact you to escalate the matter further.