Customer Service

PL Management Ltd, which also trades as Harrods Estates Asset Management, is committed to excellence, openness and fairness in our service and our dealings with customers and clients. We recognise, however, that sometimes things do go wrong and it with that in mind that we have developed our Customer Complaints Procedure.

This procedure is designed to deal with complaints about:

? Any aspect of our management service
? Failure to follow our own policies and procedures
? Failure to meet our own standards for returning calls and replying to correspondence
? Problems with one of our employees
? Issues of discrimination

1. In the first instance complaints should be directed to the estate manager responsible for the property.

2. If the complaint is about the estate manager or the complaint is not resolved then the complainant should write to:

Associate Director (Operations)
PL Management Ltd / Harrods Estates Asset Management
68 Hammersmith Road
W14 8YW

The complainant should set out the details of the complaint and include all necessary correspondence. Acknowledgement of the complaint, complete with unique reference will normally be made within 3 working days and written resolution within 15 working days.

3. If the complainant is not satisfied after the first two stages, then they should write to

Richard Stephenson
PL Management Ltd / Harrods Estates Asset Management
68 Hammersmith Road
W14 8YW

A panel of not less than two of the directors of PL Management will review the complaint and supporting documentation and respond within 15 working days.

4. If the complainant is still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) then he/she has the right to take the matter up with the Property Ombudsman without charge

We are a member of ARMA, The Association of Residential Managing Agents and it is a condition of ARMA membership that we offer access to an Ombudsman Scheme if a dispute is not resolved within 8 weeks from initial complaint. Complaints can therefore be referred to:

Ombudsman Services: Property
PO Box 1021

Tel. 0330 440 1634