Complaints Procedure

Keith Ian is committed to providing a professional and high-quality service to all clients. We recognise that occasionally things may not go as expected and welcome the opportunity to resolve concerns promptly and fairly.

If you wish to make a complaint, please follow the procedure outlined below.

Stage One – Initial Complaint

In the first instance, please raise your complaint in writing so that we can fully understand the issue and respond appropriately.

You can contact us by email or letter, setting out the details of your complaint, including the property address (if applicable) and any relevant supporting information.

Email: enquiries@keithian.com

We will acknowledge receipt of your complaint within three working days and aim to provide a full written response within fifteen working days.

Stage Two – Review by Senior Management

If you are not satisfied with the response at Stage One, you may request that your complaint is reviewed by a senior member of the team.

Your request should be made in writing within fourteen days of receiving our Stage One response. We will review the matter and issue a final written response within fifteen working days of receipt.

Stage Three – Independent Redress

If you remain dissatisfied after receiving our final response, or if eight weeks have passed since you first raised your complaint, you may refer the matter to our independent redress scheme.

Keith Ian is a member of The Property Ombudsman.

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

Website: www.tpos.co.uk

You must submit your complaint to The Property Ombudsman within twelve months of receiving our final response.

Client Money Protection

Keith Ian is a member of a government-approved Client Money Protection scheme, providing protection for client funds held by us in accordance with current legislation.

Details of our redress and client money protection memberships are available upon request.