Complaints Procedure
As a member of The Property Ombudsman, Homefinders is committed to delivering the highest standards of service to all landlords and tenants. To ensure your concerns are handled fairly and efficiently, we follow the procedure outlined below:
Step 1: Contact the Department Manager
If you have a grievance, please contact the relevant department manager in writing:
Lettings
Melissa Sehri:
[email protected]
Sales
Asdaq Sayed:
[email protected]
Property Management
Gassan Ojjeh:
[email protected]
Your complaint will be acknowledged immediately, and you will receive written confirmation within 3 working days. We will then investigate the matter thoroughly in line with our internal procedures and respond within 10 working days of receiving your complaint.
Step 2: Request a Senior Review
If you are not satisfied with the response from the department manager, you may escalate your complaint to our Managing Director:
Mr. Haydar Sehri
Homefinders, 146 Kingsland High Street, Dalston, E8 2NS
Preferably via email:
[email protected]
You will receive a written response within 15 working days, confirming our final position on the matter.
Step 3: Independent Review by The Property Ombudsman
If you remain dissatisfied, you may refer your complaint to The Property Ombudsman for an independent review.
Full details of the process are available at www.tpos.co.uk
Please note:
- Complaints must be submitted to The Property Ombudsman within 12 months of our final viewpoint letter.
- The Ombudsman requires that all complaints are first addressed through our internal procedure before being considered for review.
Accessibility
Where appropriate, we will make reasonable adjustments for individuals who may be disadvantaged due to age, disability, language barriers, bereavement, or other circumstances.
Contact Details
Opening Hours
Sat: 10am – 4pm