(2025 Compliant)
1. Introduction
At Neon Property Services, we are committed to delivering a professional, transparent, and high-quality service across all areas of our work. However, we recognise that occasionally things may go wrong. When this happens, we want to resolve issues quickly, fairly, and in a way that promotes trust and confidence.
This Complaints Procedure explains how you can raise a concern, how we will handle it, and the steps you can take if you are not satisfied with our final response.
2. How to Make a Complaint
If you are unhappy with any aspect of our service, please contact us as soon as possible.
You can do this by:
Email: info@neonpropertieslondon.co.uk
Post: Neon Property Services, Office 7987, 321–323 High Road, Chadwell Heath, Romford, RM6 6AX
When submitting your complaint, please include:
- Your full name and contact details
- The address of the property or service you are referring to
- Details of what has gone wrong
- Any supporting evidence (emails, screenshots, documents, photos)
- What outcome you are seeking
This helps us investigate efficiently and respond accurately.
3. What Happens After You Submit a Complaint
We follow a clear, structured process:
Step 1 — Acknowledgement
We will acknowledge your complaint within 3 working days.
Step 2 — Investigation
Your complaint will be reviewed by an appropriate team member or manager who is not directly involved in the issue.
They may contact you for further information or clarification.
Step 3 — Response
We aim to issue a full written response within 15 working days.
If your complaint is complex or requires more time, we will keep you informed and provide an updated timescale.
Step 4 — Resolution
We will outline:
- Our findings
- Any actions we will take
- Any remedies or next steps
Our goal is always to reach a fair and reasonable resolution.
4. If You Are Not Satisfied with Our Response
If you feel that your complaint has not been resolved to your satisfaction, you can escalate the matter.
Please reply to us in writing and request an Internal Review.
A senior manager will re-assess your case and provide a final response within 10 working days.
5. External Redress — The Property Ombudsman (TPO)
If you remain dissatisfied after receiving our final response, you may refer your complaint to:
The Property Ombudsman (TPO)
Website: https://www.tpos.co.uk
You must refer your complaint within 12 months of receiving our final written response.
The Property Ombudsman provides an impartial and free service.
We are fully committed to cooperating with their investigations.
6. What TPO Can Help With
TPO can review complaints relating to:
- Poor service
- Delays or failure to follow procedures
- Incorrect information
- Communication issues
- Fees and charges
- Standards of work carried out under property management
- Lettings and block management disputes
They can make recommendations, including apologies, corrective actions, and in some cases, financial awards.
7. Data Protection and Confidentiality
All complaints are handled in accordance with UK GDPR and the Data Protection Act 2018.
We will only share your information when necessary to review and resolve your complaint, or when legally required to do so.
For more on how we handle your data, please see our Privacy Policy.
8. Continuous Improvement
Every complaint is reviewed by senior staff to identify opportunities to improve our services.
Neon Property Services is committed to learning from mistakes and adapting our systems, communication, and operations to ensure we continually raise standards.
9. Contact Us
If you have any questions about our Complaints Procedure or need help submitting a complaint, please contact us:
📧 info@neonpropertieslondon.co.uk
📍 Office 7987, 321–323 High Road, Chadwell Heath, Romford, RM6 6AX
We aim to resolve all complaints quickly, fairly and professionally. If you have any concerns about our service, we encourage you to contact us so we can put things right.
