KEY PROPERTY ADVISORY

Complaints Procedure

Last updated: September 2026

At Key Property Advisory, we are committed to providing a professional, transparent and personal service to all of our clients and customers.

We aim to maintain a high standard of service at all times. However, we recognise that there may be occasions when you feel that we have not met the standards you expected.

If something has gone wrong, we want to know about it. We will take your concerns seriously, investigate them fairly and aim to resolve the matter as quickly as possible.

1. Making a complaint

If you are dissatisfied with any aspect of the service you have received from Key Property Advisory, we encourage you to contact us in the first instance so that we have an opportunity to resolve the matter.

Where the issue cannot be resolved informally, please submit your complaint in writing by email or post.

Complaints should be sent to:

Email: hello@keypropertyadvisory.co.uk
Telephone: 07534 601 479

To help us investigate your complaint efficiently, please include:

• your full name and contact details;
• the address of the property concerned, where applicable;
• a clear description of your complaint and what you believe has gone wrong;
• relevant dates, correspondence or supporting information; and
• the outcome or resolution you are seeking, where applicable.

2. Acknowledging your complaint

We will acknowledge receipt of your written complaint within 3 working days.

Where further information or clarification is required to investigate your complaint properly, we will contact you as soon as reasonably possible.

3. Investigating your complaint

Your complaint will be considered carefully, fairly and impartially.

We will review the circumstances surrounding your complaint together with any relevant correspondence, documentation and records relating to the service provided.

We aim to provide a substantive written response within 15 working days of receiving your complaint wherever reasonably possible.

Our response will explain the outcome of our investigation and, where appropriate, any action we propose to take to resolve the matter.

If the nature or complexity of the complaint means that we require additional time, we will let you know and keep you informed of our progress.

4. If you remain dissatisfied

If you are dissatisfied with our response, please contact us again in writing, explaining the aspects of your complaint that you believe remain unresolved.

We will review the matter again, taking account of your comments and any additional information provided.

Following this review, we will issue our final written response, setting out our position and any proposed resolution.

We will always aim to resolve complaints considerably sooner, but our internal complaints process will not prevent you from exercising your right to refer an eligible complaint to the Property Redress Scheme once the applicable requirements for doing so have been met.

5. Independent redress – Property Redress Scheme

Key Property Advisory Limited is a member of the Property Redress Scheme (PRS), a government-authorised consumer redress scheme.

If you remain dissatisfied after giving us the opportunity to resolve your complaint, you may be entitled to refer the matter to the Property Redress Scheme for independent consideration.

Generally, the Property Redress Scheme may consider a complaint where:

• you have first raised the complaint with Key Property Advisory;
• 8 weeks have passed since your written complaint was made and the matter has not been satisfactorily resolved, or you otherwise meet the PRS requirements for referral; and
• your complaint to the Property Redress Scheme is made within its applicable time limit, which is generally within 6 months of the last correspondence you received from us.

The Property Redress Scheme has its own eligibility requirements and may determine whether a complaint falls within its jurisdiction.

Full details of the Property Redress Scheme's complaints process and current terms are available directly from the Property Redress Scheme.

6. Our approach to complaints

Making a complaint will not adversely affect the service you receive from Key Property Advisory.

We will:

• treat your complaint seriously and courteously;
• investigate it fairly and objectively;
• communicate with you clearly throughout the process;
• seek to resolve concerns as promptly as reasonably possible;
• respect the confidentiality of information relating to your complaint; and
• use appropriate feedback from complaints to improve our service and working practices.

Our objective is to resolve concerns fairly and constructively wherever possible and to maintain the standards of trust, transparency and professionalism that underpin our approach to estate agency.

7. Contact details

Company number: 17159049
Email: hello@keypropertyadvisory.co.uk
Telephone: 07534 601 479
Website: www.keypropertyadvisory.co.uk

Key Property Advisory Limited is registered in England and Wales and is a member of the Property Redress Scheme.