Complaints Procedure

Last updated: 28 July 2026

1. Introduction

At Pitt Property Management Ltd, we are committed to delivering a professional, responsive and high standard of service.

If something goes wrong, we want to know about it. We take all complaints seriously and will investigate them fairly, impartially and as quickly as reasonably practicable.

This Complaints Procedure explains how complaints will be handled and the steps available if a complaint cannot be resolved.

2. How to Make a Complaint

Complaints should be submitted in writing wherever possible.

You may contact us by:

  • Email
  • Post
  • Any other written method agreed with Pitt Property Management Ltd

Please include:

  • Your name
  • Property address (where applicable)
  • Details of your complaint
  • Any supporting information
  • The outcome you are seeking

3. Our Complaints Process

Stage One

We will acknowledge your complaint within 3 working days.

We will investigate the matter and aim to provide a full written response within 15 working days.

Stage Two

If you remain dissatisfied, you may request that your complaint is reviewed by the Director of Pitt Property Management Ltd.

A final written response will normally be issued within 15 working days of your review request.

4. Independent Redress

If your complaint remains unresolved after our internal complaints procedure has been completed, you may refer the matter to the Property Redress Scheme.

Complaints should normally be referred within the time limits specified by the Property Redress Scheme.

Property Redress Scheme
Website: www.propertyredress.co.uk

5. Complaints We Cannot Consider

We may be unable to investigate complaints where:

  • Court proceedings have commenced.
  • The complaint is anonymous and there is insufficient information to investigate.
  • The matter falls outside our responsibility.
  • Excessive time has passed since the events complained of.

6. Confidentiality

Complaint information will be handled confidentially and only shared where necessary to investigate and resolve the complaint, or where required by law.

7. Continuous Improvement

We review complaints regularly to identify opportunities to improve our services, policies and procedures.

8. Contact Us

Pitt Property Management Ltd
Email: hello@pittpropertymanagement.co.uk