Property Hub Ltd
Registered Office: 38 Court Parade, East Lane, Wembley, HA0 3HS, United Kingdom
Company Number: 06556983
The Property Ombudsman (TPO): D02415
Client Money Protection (CMP): C0125653

1. Our Commitment

Property Hub Ltd is committed to providing a high standard of service across all aspects of its business, including its role as a high-street estate agency and as a digital property platform. We take complaints seriously and view them as an opportunity to improve our services.

This Complaints Procedure is designed to ensure that all complaints are handled fairly, promptly, transparently and in accordance with The Property Ombudsman (TPO) Code of Practice.

2. Who This Procedure Applies To

This procedure applies to complaints made by:

• Sellers, landlords, buyers and tenants
• Website users and digital platform users
• Applicants, viewers and enquirers
• Any consumer who has received or attempted to receive services from Property Hub Ltd

This procedure applies only to Property Hub Ltd (head office). Franchisees, self-employed agents or third-party service providers may have separate procedures, although Property Hub Ltd will retain oversight where required by regulation.

3. What Is a Complaint

A complaint is any expression of dissatisfaction, whether written or verbal, about the standard of service, actions or omissions of Property Hub Ltd.

This includes (but is not limited to):

• Service delays or failures
• Communication issues
• Property listing inaccuracies
• Conduct of staff or representatives
• Fees, charges or contractual concerns
• Digital platform functionality or content concerns

4. How to Make a Complaint (Stage One)

Complaints should be submitted as soon as possible after the issue arises.

You may submit a complaint:

• By email: info@propertyhubltd.com
• By post: Complaints Manager, Property Hub Ltd, 38 Court Parade, East Lane, Wembley, HA0 3HS

Please include:

• Your full name and contact details
• Property address (if applicable)
• A clear description of the complaint
• Relevant dates, documents or evidence

Acknowledgement
We will acknowledge receipt of your complaint within 3 working days.

Investigation and Response
We will investigate your complaint and aim to provide a full written response within 15 working days of receipt. If additional time is required, we will keep you informed.

5. Review and Escalation (Stage Two)

If you are dissatisfied with the Stage One response, you may request a further review within 28 calendar days. The complaint will be reviewed by a senior member of management not previously involved.

6. Referral to The Property Ombudsman (TPO)

If you remain dissatisfied after completion of our internal complaints process, or if 8 weeks have elapsed, you may refer the matter to:

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

You must refer your complaint within 12 months of our final response. The TPO’s decision is binding on Property Hub Ltd, but not on you.

7. Data Protection and Confidentiality

All complaints are handled in confidence and in accordance with the UK GDPR and the Data Protection Act 2018.

8. Record Keeping and Monitoring

Property Hub Ltd maintains a record of all complaints for regulatory, audit and training purposes.

• Improve service standards
• Identify recurring issues
• Ensure regulatory compliance

9. Unreasonable or Vexatious Complaints

Property Hub Ltd reserves the right to manage complaints that are abusive, excessive or unreasonable while meeting regulatory obligations.

10. Accessibility

We are committed to ensuring this complaints process is accessible. Alternative formats or assistance can be provided upon request.

11. Contact Details

Complaints Manager
Property Hub Ltd
38 Court Parade, East Lane
Wembley, HA0 3HS
United Kingdom
Email: info@propertyhubltd.com
Telephone: 0208 903 1002

Last reviewed: January 2026