Complaints Policy

 

We’re a real business, run by real people and sometimes businesses make mistakes. If we do, we'll own it fast, fix it properly and learn so it doesn’t happen again. If something’s not right, tell us and we’ll sort it because we’re committed to delivering an excellent service.

 

If we ever manage to fall short, we want to know!

 

How to Make a Complaint

- Email: jackie@jmpropertiesltd.uk

- Post: JMPROPERTIESLTD LIMITED, 71-75 Shelton Street, Covent Garden, LDN WC2H 9JQ

 

Please include:

- Your name and contact details

- What happened and when

- Any evidence (screenshots, emails, receipts)

- How you’d like us to resolve it

 

What Happens Next

1) Acknowledgement: We’ll acknowledge your complaint within 5 working days.

2) Investigation: A manager will review the facts, speak to relevant team members, and may request more info from you.

3) Response: We’ll send a written outcome within 14 working days of receiving all relevant information. If we need more time for a fair investigation, we’ll tell you why and give a new timeline.

4) Resolution: If upheld, we’ll explain what we’re doing to fix it (e.g., refund/credit, corrective action, process change, apology).

 

If You’re Not Happy With the Outcome

- Appeal: Reply to the outcome within 7 days asking for an appeal. The director will review this and respond within 14 working days.

​

External escalation (redress): 

We are registered with PIMS for third party investor protection. If you are unhappy or unsatisfied after completing our complaints process, you can escalate to PIMS within 12 months of our final response. PIMS provides independent mediation and adjudication for Rent-to-Rent, Deal Sourcing and Joint Venture disputes.

• Property Investors Mediation Service (PIMS)

• Website: https://www.thepims.co.uk 

• Email: info@thepims.co.uk 

​

External data protection escalation:

If your complaint relates to data protection and you are unhappy or unsatisfied, you can contact the Information Commissioner’s Office: https://ico.org.uk/make-a-complaint/.

Our ICO Reg: ZB950747

​

Our Standards

- We treat all complaints seriously, fairly, and confidentially.

- We use complaints to improve our services, training, and systems.

- We keep records of complaints and outcomes for at least 12 months.

 

Third Parties and Social Media

- If your complaint involves a third-party provider we use, we’ll liaise with them and keep you updated.

- Please raise issues with us directly rather than via social media - we’ll resolve it faster and more thoroughly.

 

Contact Details

- Company name: JMPROPERTIESLTD LIMITED

- Company number: 16038713

- Registered address: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ

- Email: jackie@jmpropertiesltd.uk

- Phone: 07436 430 850

 

Note: This policy does not affect your statutory rights.