Complaints Procedure
If you are unhappy with any aspect of our service, we want to hear from you. This page explains how to complain and what to expect.
Last updated: July 2026
Our Commitment
We aim to provide a high standard of service to every client. If something goes wrong, we want to know about it and put it right. This page explains how to make a complaint and how we will handle it.
How to Complain
Please contact us with the details of your complaint. You can email enquiries@ukproperty.co.uk or write to us at 193a Ashley Road, Hale, Altrincham, England, WA15 9SQ. To help us investigate, please provide your name, contact details, a clear description of what happened, and any relevant dates or reference numbers.
Our Process
We will acknowledge your complaint promptly and investigate it fairly. Where we can, we will try to resolve the matter informally at the first opportunity. If a full investigation is needed, we will assign it to an appropriate member of staff who has not been directly involved.
Timelines
We aim to acknowledge complaints within 5 working days of receipt. We will aim to provide a full response within 8 weeks. If, for any reason, we are unable to respond fully within that time, we will write to explain the position and tell you when you can expect a final response.
If You Are Not Satisfied
If you are not satisfied with our final response, or if we have not responded within 8 weeks, you may have the right to refer the matter to an appropriate external redress scheme or ombudsman. We will provide details of the relevant route in our final response, depending on the nature of your complaint.
Regulated Financial Matters
The UK Property Investment Group Ltd is not authorised by the Financial Conduct Authority. Where we introduce you to a regulated firm within the wider UK Adviser Group for mortgages or financial services, complaints about that regulated activity should be directed to the firm concerned, and may ultimately be referred to the Financial Ombudsman Service.
Contact Us
For any complaint, please email enquiries@ukproperty.co.uk or write to us at 193a Ashley Road, Hale, Altrincham, England, WA15 9SQ.