Complaints Procedure

Trust Premier Property Management is committed to delivering a quality service at all times. However, we do accept that occasionally things can go wrong. If you are dissatisfied with any aspect of the service you receive from Trust Premier, we would like to hear from you.

We need to know the exact nature of your complaint. Please provide as much information as possible about the service provided, the individuals or nature of the problem, and why you felt the service we offered did not meet your expectations.

How to lodge a complaint to Trust Premier

You can write to the Managing Director at:

Trust Premier Property Management
Unit 3 Colindale Technology Park
Colindeep Lane
Colindale
London NW9 6BX

It is our intention that complaints will be acknowledged within seven working days. If a full response cannot be given within seven working days (e.g. when a matter is very complex or where we have to consult a third party on the matter) you will be informed of the progress being made with your complaint.

The Managing Director accepts full responsibility for effective complaints handling.

In all cases, we will treat your correspondence in strict confidence, with fairness and objectivity.

We offer access to an Ombudsman scheme if a dispute is not resolved within 8 weeks from your activation of our complaints procedure. Trust Premier is a member of The Property Ombudsman Limited and contact details are as follows:

The Property Ombudsman Limited
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP

Tel: 01722 333306
Website: https://www.tpos.co.uk