At Citian & Partners, we are committed to providing a high standard of service. If you are unhappy with any aspect of our service, please let us know so we can resolve the issue quickly and fairly.
1. Informal Resolution
Most complaints can be resolved informally. Please contact your main point of contact at Citian & Partners by phone or email to raise your concern.
2. Formal Complaint
If you are not satisfied with the response or prefer to raise a formal complaint:
Step 1:
Submit your complaint in writing to:
Office Manager
Citian & Partners
Email: services@citian.co.uk
Address: Office 209, 63 St Mary Axe, London EC3A 8AA
Please include:
- Your name and contact details
- Property address (if applicable)
- A clear description of your complaint
- Any relevant documents
Step 2:
We will acknowledge your complaint in writing within 7 working days, and aim to respond fully within 15 working days. If more time is needed, we will update you accordingly.
3. Independent Redress Scheme
If you are still not satisfied after receiving our final response, you may escalate your complaint to an independent redress scheme.
Contact:
The Property Ombudsman
Website: https://www.tpos.co.uk/
Phone: 01722 333306
4. Record Keeping
We keep a full record of all complaints for compliance and service improvement purposes.
