Complaints Procedure

At KB Estate Management, we are committed to providing a high standard of service to all our clients, residents, and stakeholders. We take all complaints seriously and aim to resolve them fairly, promptly, and transparently. This procedure sets out how you can raise a complaint and how we will handle it.

This procedure applies to all complaints made by leaseholders, RMC directors, freeholders, contractors, or any other party interacting with our services.

We define a complaint as any expression of dissatisfaction, whether written or verbal, about the standard of service we have provided, an action we have taken (or failed to take), or the behaviour of our staff or contractors acting on our behalf.

Routine service requests, maintenance reports, and general enquiries are not considered complaints and should be directed through the usual channels via the KB Portal or by contacting your property manager directly.

You can make a complaint through any of the following channels:

• By email: Send details of your complaint to complaints@kbestatemanagement.com. Please include your name, property address, and a clear description of the issue.
• By phone: Call us on +44 7886 940327 and ask to speak to a manager. We may ask you to follow up in writing so we have a clear record of your concerns.
• In writing: Write to us at KB Estate Management, 747 Barking Road, London, E13 9ER. Please mark your letter as “Complaint”.
• Through the KB Portal: If you are a leaseholder or director with portal access, you can log a complaint through the portal and it will be directed to the appropriate team.

When making a complaint, please provide as much detail as possible, including any relevant dates, correspondence, photographs, or supporting evidence. This helps us investigate your concerns thoroughly and efficiently.

We follow a three-stage process for handling complaints:

Stage 1 — Acknowledgment (within 2 working days)

We will acknowledge receipt of your complaint within two working days. Your complaint will be assigned to a member of our management team who will act as the point of contact throughout the process.

Stage 2 — Investigation and Response (within 10 working days)

We will conduct a full investigation into your complaint. This may involve reviewing correspondence, speaking with relevant team members, and inspecting any relevant records or documentation. We will aim to provide a full written response within 10 working days. If the investigation requires more time, we will inform you of the expected timeline.

Our response will include:

• A summary of the complaint.
• The findings of our investigation.
• Our decision and any remedial action we will take.
• Your right to escalate the complaint to Stage 3 if you remain dissatisfied.

Stage 3 — Escalation to Senior Management (within 15 working days)

If you are not satisfied with the outcome of Stage 2, you may request that your complaint be escalated to a director of KB Estate Management. The director will review the case and provide a final written response within 15 working days. This is the end of our internal complaints process.

If you have completed our internal complaints process and remain dissatisfied, you may refer your complaint to an independent redress scheme.

The Property Ombudsman

As a member of The Property Institute, we support the Property Ombudsman scheme. If your complaint relates to our property management services, you can contact:

• The Property Ombudsman
• Milford House, 43–55 Milford Street, Salisbury, Wiltshire, SP1 2BP
• Phone: 01722 333 306
• Website: www.tpos.co.uk

Financial Ombudsman Service

If your complaint relates to insurance mediation services (arranged through KBE Insurance Brokers Ltd), you may refer it to the Financial Ombudsman Service:

• Financial Ombudsman Service
• Exchange Tower, London, E14 9SR
• Phone: 0800 023 4567
• Website: www.financial-ombudsman.org.uk

Information Commissioner's Office

If your complaint relates to how we have handled your personal data, you may contact the Information Commissioner's Office:

• Information Commissioner's Office
• Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
• Phone: 0303 123 1113
• Website: ico.org.uk

If your complaint relates to work carried out by a contractor engaged on behalf of your building, we will investigate the matter with the contractor directly. Where appropriate, we will mediate between you and the contractor to reach a satisfactory resolution. We maintain a vetted contractor panel and hold our contractors to the same high standards we set for ourselves.

All complaints will be treated confidentially. Information will only be shared with those directly involved in the investigation and resolution process. We operate a whistleblowing policy that allows individuals to report serious concerns about malpractice or wrongdoing without fear of reprisal. Whistleblowing reports can be made confidentially to the directors at directors@kbestatemanagement.com.

We monitor all complaints to identify patterns, learn from feedback, and continuously improve our services. Complaints data is reviewed quarterly by our management team and reported to the board of directors. Where systemic issues are identified, we implement changes to prevent recurrence.