Complaints Policy
How To Complain
MWilkins Properties Limited aims to communicate clearly and handle concerns fairly. If something has gone wrong, please tell us so we can investigate and try to resolve it.
Email info@mwilkinsproperties.co.uk with the subject Formal complaint, or write to MWilkins Properties Limited, 128 City Road, London, EC1V 2NX. Please include your name, contact details, what happened, relevant dates and documents, and the outcome you would like. The registered office is a correspondence address, not a visitor office.
Our Response
We aim to acknowledge your complaint within three working days. We will review the information and aim to provide a written response within ten working days of acknowledgement. If we need longer, we will explain why and give an expected response date. Our response will explain our findings and any proposed resolution.
If you remain dissatisfied, ask for a review by replying to our response and explaining which points remain unresolved. We will provide our final written position and explain any applicable independent redress route. Raising a complaint does not prevent you from obtaining independent advice or exercising your legal rights.
Independent Redress
MWilkins Properties Limited is a member of Property Redress, membership number PRS061208. Our current membership runs from 8 October 2026 to 7 October 2027.
If a complaint covered by the scheme remains unresolved, you may refer it to Property Redress. First complain to us in writing and allow up to eight weeks for resolution. The scheme may consider a complaint earlier in certain circumstances, including where a final response has been received. Your last communication with us about the issue must normally be within the previous twelve months. The scheme's current rules and scope apply. Making a complaint to Property Redress is free for consumers.
Website: www.propertyredress.co.uk/consumers
Email: info@propertyredress.co.uk
Telephone: 0333 321 9418
Postal address: Property Redress, Limelight, 1st Floor, Elstree Way, Borehamwood, Hertfordshire, WD6 1JH.