If something isn't right, tell us

Step 1: Tell us

Most problems can be sorted out quickly, so please call us or email us first.

If you'd like to make a formal complaint, please put it in writing by email or by post to Santien Property Management & Lettings Ltd, Suite Ra01, 195–197 Wood Street, London E17 3NU. Tell us what happened, when, and what you'd like us to do to put it right.

Step 2: We acknowledge it

We'll acknowledge your complaint in writing within 3 working days and tell you who is looking into it.

Step 3: We investigate and respond

We'll look into your complaint properly and send you a full written response within 15 working days of receiving it. If we need longer, we'll tell you why and when you'll hear from us.

Step 4: If you're still not satisfied

If you're unhappy with our response, reply and ask for your complaint to be reviewed. A senior member of the team who wasn't involved will review it and send you our final written response within 15 working days.

Step 5: The Property Ombudsman

If you're still not satisfied after our final response, or if more than 8 weeks have passed since you first complained, you can refer your complaint to The Property Ombudsman free of charge. We're a member, number T11407.

You need to refer your complaint to the Ombudsman within 12 months of our final response. The Ombudsman will only consider it once you've been through our procedure first.