At Sterling Property Management, we aim to do our very best to provide a good service, in a polite, efficient and fair way but we are also aware that sometimes things can go wrong.

When this happens we would like you to let us know, then we can try to put matters right. We take all complaints about  our service  very  seriously and will endeavour to deal with them promptly.

To try and minimise any inconvenience to the client and to deal with your complaint to a mutually satisfactory resolution, please follow our suggested step‐by‐step procedure:

1. Give the employee involved the opportunity to discuss your dissatisfaction with you informally.
2. If you are still dissatisfied, try resolving the matter by contacting your property manager.

If the problem is about your Property Manager and you are unable to discuss the matter with him/her or if you are unhappy with the way the matter was dealt with, you should put your complaint in writing and send it to:

The Managing Director, Sterling Property Management,
Suite 6, 194‐200 Brent Street, London NW4 1BJ

We will acknowledge receipt of your letter, email or fax within 3 working days. There will be a full investigation and you will receive a written reply within 21 working days. All complaints are tracked to ensure that we adhere to this procedure.

Complaints are often complex and we will always try our best to resolve any issues as amicably and fairly as possible.

If you are still not satisfied after the last stage of the in‐house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge:

TEL: 0333 321 9418
(a form is available on the website should you wish to contact
them electronically).