Introduction
At Key Properties (UK) Ltd we do everything we can to make sure our clients receive the best possible service. We do however recognize that problems may sometimes arise. When this happens we would like customers to tell us about their complaints so that we can review our performance and develop more effective procedures for the future.

All complaints must be given in writing to the following addresses:

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Complaints Department
Key Properties UK Ltd
The Digital World Centre
1 Lowry Plaza
Salford Quays
M50 3UB

What is a Complaint?
A complaint is an expression of dissatisfaction about the service or actions by Key Properties UK Ltd.

What are the time limits?
1.    Acknowledge in writing receipt of complaint within seven working days of receipt.
2.    Final response or a letter explaining why a final response cannot yet be issued within two weeks of receipt.
3.    Final response within four weeks of receipt.

Who is responsible for resolving complaints?
We are responsible for investigating and resolving any complaint about services provided by us. We will ensure that the problem is resolved quickly and with as much customer satisfaction as possible.

What will happen when we receive a complaint?
We will try to resolve the complaint as quickly as possible. If our investigation is taking longer than expected and we are unable to provide the customer with our final response within 7 working days we will advise the customer of this in writing and we will provide the customer with regular updates until our final response is issued. On receipt of your complaint we will:

•    Record the complaint on our records
•    Ensure the complaint is dealt with by a member of staff that is suitable trained.
•    Provide the customer with a further copy of our complaints handling procedure
•    Notify the customer of the outcome of our investigation.

Our Response
If we are unable to resolve the complaint within 2 weeks, we will again write to the customer explaining the reason for the delay and let them know when we expect to be able to send them a final response. We will also keep you advised.

Final Response
A Final response will be sent in writing to the complainant.