Our Complaint Handling Procedure (CHP)

As much as we try to prevent it, we acknowledge that from time to time, things can go wrong. If this happens, we are committed to putting things right as quickly as possible and consider a complaint an opportunity to learn and improve going forward.

We define a complaint as an expression of dissatisfaction that we or our partners have failed in our service commitments, in dealing with an issue, or failed to fulfil a promise.

If you would like to make a formal complaint, please follow these steps:

1. Get in touch

Please get in touch by email or write to us to explain the nature of your complaint. To help with the speed of resolution, please provide us with as much detail as possible about your complaint.

In the first instance, your complaint should be made to your primary contact at The Howard de Walden Estate (e.g.: your Property Manager) via their direct contact details, or if not appropriate, to our Head of Customer and Community via:

Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

Post:
Head of Customer and Community, The Howard de Walden Estate, 23 Queen Anne Street, W1G 9DL

2. Investigation and resolution

We will acknowledge your complaint as soon as possible. Following our initial contact, we will aim to resolve the complaint promptly. Where third party involvement is required, this may take a bit longer.

If your complaint requires investigation, you will be given a reference number and kept up to date throughout the process by the person assigned to investigate the complaint.

3. Escalation

If you are unsatisfied with the proposed resolution, you can escalate your complaint to a member of our Executive Committee for investigation and you will receive a final resolution from them.

If you are not satisfied with the final resolution you receive, you have the right to refer the matter to an independent redress scheme.